AccountId: 011433970860
ContactId: 4310d1d7-801a-4f19-bd4f-fd9001b2d2eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167250 ms
Total Talk Time (AGENT): 75334 ms
Total Talk Time (CUSTOMER): 41828 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4310d1d7-801a-4f19-bd4f-fd9001b2d2eb_20250310T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, calling for benefit information.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And may I have a callback number just in case we get disconnected with you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, Doctor [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 212-355-51
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, a specialist office visit with X-rays and a minor procedure done in the office.
[AGENT][NEUTRAL] OK, let me check the benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And it looks like we have let's see. Outpatient maximum is $6650 per covered person per calendar year after a $500 deductible and we do not cover the office visit, we only cover procedures done in the office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, has he met any of his deductible?
[AGENT][NEUTRAL] I can check. Let's see.
[AGENT][NEUTRAL] He has not used his benefits for [PII] as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so after he meets his deductible, everything is covered except for the office visit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, all right, that's all I needed to know great thank you so much for your help.
[AGENT][NEUTRAL] Up to the maximum.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.