AccountId: 011433970860
ContactId: 4ead9f57-4388-42d4-aa81-450da1b31043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265589 ms
Total Talk Time (AGENT): 115781 ms
Total Talk Time (CUSTOMER): 97936 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4ead9f57-4388-42d4-aa81-450da1b31043_20250311T19:52_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify benefits for uh specialist offices for a patient.
[AGENT][POSITIVE] OK, sure. I can assist you with the benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] It's 01659202.
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name of the patient is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is uh [PII].
[AGENT][NEUTRAL] Don't
[AGENT][NEUTRAL] OK thank you um let me see if I have a new policy. This one is terminated, OK? one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I found another one. Let me check the benefits on this 11 moment.
[CUSTOMER][NEUTRAL] Oh yes, um, I see here that they provided because I was looking at the card she gave me, but um there's a number here 02144250.
[AGENT][NEUTRAL] Mhm. Yeah, that's the new one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the new one.
[AGENT][NEUTRAL] Mhm. Yes. And before I give you any benefit information, I need to let you know that 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. And with this one, let's see. OK, looks like specialist is covered at $50 per visit, maximum of 4 visits per cover person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Has she used any of the 4 basics?
[AGENT][NEUTRAL] I can check. Let's see.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] No, she has not used her benefits for [PII] as of today.
[CUSTOMER][NEUTRAL] OK, perfect. And does she have any benefits for like um if she was to do any like um diagnostic testing in the office?
[AGENT][NEUTRAL] Mhm. Yeah, she also has an office treatment writer which is for office procedures, uh, and that's also, um, subject to the outpatient maximum of 7900 per covered person per calendar year.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You said 7900?
[AGENT][NEUTRAL] Yes, 7900 per covered person per calendar year for outpatient service.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. That's it. Thank you so much. And your name is, I'm sorry, I forgot to ask for your name.
[AGENT][NEUTRAL] OK. Thank you for calling APL. You're welcome. My name is [PII]. That's [PII]. And may I have the spelling of your name one more time?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it. The reference number will be your name and the date, right?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Today's date. Correct, yes. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and have a good afternoon. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.