AccountId: 011433970860
ContactId: 3e7ebed4-5dd4-4832-b92f-aee15d01666d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202940 ms
Total Talk Time (AGENT): 76063 ms
Total Talk Time (CUSTOMER): 64283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3e7ebed4-5dd4-4832-b92f-aee15d01666d_20250616T13:32_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi good morning I'm calling for benefits, uh, for a patient that's coming in for an office, um, an ultrasound done in the office.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. Call back [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. Now I need the policy number.
[CUSTOMER][NEUTRAL] Oh no. Hello? OK.
[CUSTOMER][NEUTRAL] Yes, it's 02583627 ML8.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active, and you said this is for services done in the office?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment, please. The benefits are coming up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks
[AGENT][POSITIVE] OK, thanks for your patience.
[AGENT][NEUTRAL] OK, I'm showing that since the service is provided in office, it's not covered under the policy. I'm showing that there's no coverage for services done in the office.
[CUSTOMER][NEUTRAL] OK, so just to be clear, the ultrasound in in the office in the specialist office, it's not and we're not charging a visit, um.
[CUSTOMER][NEUTRAL] Is that considered outpatient?
[AGENT][NEUTRAL] Well, it has to be related. It has to be related to cancer treatment. Um, then we'll cover it in office, but no, ma'am, it's not covered under the policy.
[CUSTOMER][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] OK, so, and just because I'm gonna annotate any services like done in the office, um, aside from cancer treatment, it doesn't cover.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alright, alright, that's fine. OK, thank you. What was your name again? I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] Last initial is [PII], and my name in today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][POSITIVE] No, that's all thank you for your help.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Right.