AccountId: 011433970860
ContactId: 4e7843e5-e8a7-4cc8-9bf4-c0debbddf0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165440 ms
Total Talk Time (AGENT): 83230 ms
Total Talk Time (CUSTOMER): 45730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4e7843e5-e8a7-4cc8-9bf4-c0debbddf0cc_20250506T21:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, yes, I'm calling up uh to get benefits for a patient that's coming in for a specialist office visit and ultrasound.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits. May I have your name and a contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Contact is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] And yes, it is 02221666 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And for the specialist office visit, um, so the policy is broken down into inpatient and outpatient. For outpatient, the policy would pay up to $3500 per calendar year. There's no deductible.
[AGENT][NEUTRAL] There's no coverage for the office setting, but they do have the office treatment writer, so any treatment in the office as long as it's not cosmetic, could be covered up to that 3500 per year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, cool. Um, has anything been used of the 3500?
[AGENT][NEUTRAL] Um, hold on one moment, I'm checking that for you now. Let me see.
[AGENT][NEUTRAL] She used $776.38. She is $2,723.62 left for 2025.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] All right, perfect. All right, what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK. My name is [PII]. First initial and my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and your reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK will do thanks for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye