AccountId: 011433970860
ContactId: 3dfa15c8-1a4f-461c-a7d4-2e5378cbf5fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142080 ms
Total Talk Time (AGENT): 69695 ms
Total Talk Time (CUSTOMER): 47622 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3dfa15c8-1a4f-461c-a7d4-2e5378cbf5fe_20250328T12:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good good morning. Calling from urology specialty care from provider's office calling to verify benefits for patients.
[AGENT][NEUTRAL] OK, I can barely hear you. Can you give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And you said that you're checking eligibility and benefits?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 02512946
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII]
[CUSTOMER][NEUTRAL] Last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] Alright, so I have the information for you. The effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see if the office visit fee is covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the physician visit fee is not covered, um, but if there's covered treatment in the office, those items can be considered under the outpatient benefit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and how much, what's the maximum he has?
[AGENT][NEUTRAL] And so the maximum outpatient benefit.
[AGENT][NEUTRAL] It's up to $500 per calendar day.
[AGENT][NEUTRAL] And any information provided today is verification, not a guarantee of payment. And did you have any other questions I could assist with today, [PII]?
[CUSTOMER][NEUTRAL] May I have your name please?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] Oh [PII] first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect, that's it thank you very much for your help.
[AGENT][POSITIVE] Oh you're welcome thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] And