AccountId: 011433970860
ContactId: 5220937d-6081-415f-b077-e659393261a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206149 ms
Total Talk Time (AGENT): 99526 ms
Total Talk Time (CUSTOMER): 41221 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5220937d-6081-415f-b077-e659393261a7_20250116T18:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, you're needing benefit information on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. OK, I can help you with that. Do you also need eligibility or strictly just the benefits?
[CUSTOMER][NEUTRAL] Eligibility too.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 01618578 ML 8.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information [PII] that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. Um, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, like, it's just taking a minute to get some information to load.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so again, any information that I provide will be a verification of benefits and not a guarantee of payment. Um, this supplemental policy is active.
[AGENT][NEUTRAL] With an effective date of [PII].
[AGENT][NEUTRAL] And are you needing inpatient, outpatient or office benefits?
[CUSTOMER][NEUTRAL] Office visit specialist office visit.
[AGENT][NEUTRAL] OK, so on this policy, office visits are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. What kind of plan is it? Is it just surgical?
[AGENT][NEUTRAL] This is a supplemental policy um that helps with co-pays, deductibles, and co-insurance amounts of coverage services. He does have outpatient benefits, um, but that's more in line with, you know, outpatient surgery, diagnostic testing, not office visits or treatment done in the office.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Well, you're very welcome. And is there anything else, [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye bye.