AccountId: 011433970860
ContactId: 4f35b49f-9949-404b-8a63-08826d078cf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175179 ms
Total Talk Time (AGENT): 65975 ms
Total Talk Time (CUSTOMER): 47952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4f35b49f-9949-404b-8a63-08826d078cf3_20250425T15:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm from office. I need benefits for PCP office visit.
[AGENT][NEUTRAL] I can barely hear you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 02286476
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient name is uh [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You're calling to verify office visit, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] This policy has been active since [PII] [PII] and it's currently active.
[AGENT][NEGATIVE] Unfortunately the policy does not cover office visits. She only has benefits for outpatient services and inpatient services.
[CUSTOMER][NEUTRAL] What facility it covers, please?
[AGENT][NEUTRAL] Could you repeat your question?
[CUSTOMER][NEUTRAL] Uh, if it's uh not covered office visit, uh, what it will be covered?
[AGENT][NEUTRAL] It only covers outpatient services and inpatient services.
[CUSTOMER][NEUTRAL] And uh what's included in the patient.
[AGENT][NEUTRAL] Repeat your question, [PII].
[CUSTOMER][NEUTRAL] Can you, uh, uh, uh, what it covers in patients, uh, coverage?
[AGENT][NEUTRAL] So the member's policy covers inpatient benefits of 18 hours or more in the hospital. They will be considered as inpatient. Outpatient is considered as diagnostic testing, emergency room, urgent care, physical therapy. Unfortunately, office visit does not fall under the outpatient services.
[CUSTOMER][NEUTRAL] OK, what's your name, please?
[AGENT][NEUTRAL] [PII], and today's date is a reference [PII] because unfortunately we don't provide reference numbers.
[CUSTOMER][NEUTRAL] And you tell me your last name.
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] OK, thank you so much for the assistance. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[AGENT][NEUTRAL] OK