AccountId: 011433970860
ContactId: 4871be7b-af50-4eae-a4b4-7fbdbdc99e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147360 ms
Total Talk Time (AGENT): 70748 ms
Total Talk Time (CUSTOMER): 53026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/4871be7b-af50-4eae-a4b4-7fbdbdc99e9d_20250313T12:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from Illinois Gastroenterology Group. Not sure if I'm in the correct department, however, I'm calling to get eligibility for a doctor's visit for a patient.
[AGENT][POSITIVE] OK, yes, you're in the correct place and I'll be more than happy to help you with the eligibility, um, eligibility and benefits for in office, you said?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I really don't need the benefits just need to know if they're eligible for the office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02563602.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And hold on one moment, I'm just waiting for the um
[AGENT][NEUTRAL] Coverage to populate so I can see the office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So for physician office, the policy would pay up to $150 per day, with a max of 4 days per calendar year.
[AGENT][NEUTRAL] Did you want me to see if any of those have been used?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No, so far for this year, none of the benefits have been used.
[CUSTOMER][POSITIVE] Great. OK. All right. And I believe that is all that I needed. Thank you so much for the information. Is there a reference number for the phone call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII].
[CUSTOMER][POSITIVE] Great. OK. Thank you so much, [PII]. You have a great rest of your day.
[AGENT][POSITIVE] Thank you, [PII]. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.