AccountId: 011433970860
ContactId: 4c9b9540-1e6a-45cc-83ba-93f9514a5268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192789 ms
Total Talk Time (AGENT): 117204 ms
Total Talk Time (CUSTOMER): 99780 ms
Interruptions: 10
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4c9b9540-1e6a-45cc-83ba-93f9514a5268_20250131T16:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm trying to verify benefits for a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 01659712 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with the eligibility and benefits for [PII].
[CUSTOMER][NEUTRAL] 30 yeah.
[CUSTOMER][NEUTRAL] Because if somebody was asking me, but she told me she wasn't before, so I had to reach out to her. She said, yeah, she just.
[AGENT][NEUTRAL] Now, the policy number you gave me is no longer an active policy. I can provide the active policy information for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The active policy for [PII] is 250.
[CUSTOMER][POSITIVE] A modern documentation effective plasma concentrations of weight is can be increased by strong.
[AGENT][NEUTRAL] 254 6.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] And this is a secondary policy to his primary insurance.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you needing specific benefits?
[CUSTOMER][NEUTRAL] For the office visit, do you cover for the copy?
[AGENT][NEUTRAL] He does have the office visit benefit.
[AGENT][POSITIVE] Let me get that benefit pulled up for you. Are you primary or specialist?
[CUSTOMER][NEUTRAL] Specialist.
[AGENT][POSITIVE] OK, give me just one quick second and I can give you those benefits.
[AGENT][POSITIVE] Well, I'm looking up that office visit benefit. He also has benefits for procedures and treatments in office as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the specialist office visit?
[AGENT][NEUTRAL] We pay up to $50 per visit, maximum of 4 visits per calendar year.
[CUSTOMER][POSITIVE] OK perfect OK alrighty thank you. OK, alrighty bye.
[AGENT][NEUTRAL] Now, that's for the visit.
[CUSTOMER][NEUTRAL] Anyone use this year?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] As of right now, he has that full benefit remaining.
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEGATIVE] Nothing use.
[AGENT][NEUTRAL] Nothing is it this time.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] [PII], it's been a pleasure to assist you with those benefits. If you would also please note, all benefits given over the phone is a verification of coverage, not a guarantee of payment. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] May I have a reference number sorry.
[AGENT][NEUTRAL] Sure, not a problem. The reference number is my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I spell my name [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. OK, thank you and have a nice day. Bye. You too.
[AGENT][NEUTRAL] First initial, last name, [PII].
[AGENT][POSITIVE] Hope you have a wonderful day as well and thank you for calling APL. Take care.
[AGENT][NEUTRAL] Bye bye.