AccountId: 011433970860
ContactId: 39137efd-3750-4371-a134-5844386ecc87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228470 ms
Total Talk Time (AGENT): 97742 ms
Total Talk Time (CUSTOMER): 69418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/39137efd-3750-4371-a134-5844386ecc87_20250320T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Urology Specialty care. I just wanted to get some benefits for a specialist office visit.
[AGENT][NEUTRAL] OK [PII], thank you. May I have your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 12 I'm sorry 01822969 ML 8.
[AGENT][NEUTRAL] OK, I have that as 01822. I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] 01822969 M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] OK, thank you, and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] I, uh, give me one second please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I do apologize. Um, this plan shows that it turned as of [PII]. [PII], if you would bear with me, let me check for an active policy and benefits for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the active policy number is now.
[AGENT][NEUTRAL] 02564328
[AGENT][NEUTRAL] ML 8
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, let me check for those benefits for specialist office visits for you. One moment.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And this is service inside the office, is that correct? Service inside the office.
[CUSTOMER][NEUTRAL] Yeah, inside the office.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, thank you so much for your patience. Please note verification of benefits provided does not guarantee payment. We pay up to $7350. The member does have a benefit to help with services inside the office specialist or PCP.
[CUSTOMER][NEUTRAL] It's just for PCP you said?
[AGENT][NEUTRAL] Um, specialist and PCP, excuse me.
[CUSTOMER][NEUTRAL] OK, does it cover office visits and procedures?
[AGENT][NEUTRAL] It does not cover office visits. It will help with procedures or services inside the office.
[CUSTOMER][NEUTRAL] Up to how much a year?
[AGENT][NEUTRAL] 7350.
[CUSTOMER][NEUTRAL] 3150.
[CUSTOMER][NEUTRAL] Has any of it been used?
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEGATIVE] No, nothing has been used.
[CUSTOMER][NEUTRAL] Alright, perfect, and can I have your name once again and a and a reference number?
[AGENT][NEUTRAL] My name is [PII]. Excuse me, we do not use reference numbers. You can use my name in today's date. Last initials [PII]. Anything else, [PII], I can help you with?
[CUSTOMER][POSITIVE] No, that was all thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day bye.
[CUSTOMER][POSITIVE] You have a good day bye.