AccountId: 011433970860
ContactId: 4f9d1115-06c7-4928-a771-60cbc4e57f4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159539 ms
Total Talk Time (AGENT): 85025 ms
Total Talk Time (CUSTOMER): 64679 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4f9d1115-06c7-4928-a771-60cbc4e57f4d_20250109T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII] Doctor [PII]'s office. I'm calling for Be please.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's for outpatient benefit.
[AGENT][NEUTRAL] OK. All right. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1570343 M as in Mary L as in love, 8.
[AGENT][NEUTRAL] All right, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEGATIVE] [PII]. I, it was embarrassing. I call her bully, Mrs. [PII].
[CUSTOMER][NEUTRAL] And she said, my name is [PII].
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh, I know that happened to me a lot.
[CUSTOMER][NEGATIVE] I was embarrassed. Anyways, Miss [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, um, and I will say the same thing, trust me, yeah, I'm like that.
[AGENT][NEUTRAL] Um, and let's see, so, um, you need outpatient benefits and you said this is for an outpatient facility or is it gonna be an office setting?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, well, I'm pretty sure they don't have an office visit called pay, right? Just the outpatient but she has the maximum.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. All right, and this is not a guarantee of payment, just a verification of coverage and that's a disclaimer, and this is one of our secondary supplemental plan to the major medical. We have an outpatient maximum of 2500 per covered person per calendar year and with this one, we do not cover anything in office, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, no office visit. OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with? Mhm, go ahead.
[CUSTOMER][POSITIVE] Perfect and
[CUSTOMER][NEUTRAL] Mm, no, can I have, I'm pretty sure it hasn't, she hasn't used it yet and um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can I have a reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] I think it's like the sunshine SOL.
[AGENT][NEUTRAL] Yes, that is correct. Yes. The last initial [PII].
[CUSTOMER][POSITIVE] OK perfect OK thank you so much have a wonderful day.
[AGENT][POSITIVE] You're welcome. You are so thank you for calling ATM.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.