AccountId: 011433970860
ContactId: 5333544e-8afb-4dcc-ac20-c25c083a0322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196679 ms
Total Talk Time (AGENT): 73919 ms
Total Talk Time (CUSTOMER): 77703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/5333544e-8afb-4dcc-ac20-c25c083a0322_20250603T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL.va speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a provider's office. I'm calling to see if you can help me out with benefits for one of my patients.
[AGENT][NEUTRAL] Sure, I can verify benefits for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is gonna be 02258750 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And Miss [PII], verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII], and she is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Uh, to see if she's covered for CPT code 52,310.
[AGENT][NEUTRAL] And is this gonna be in a, uh, performed in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, not there.
[CUSTOMER][NEUTRAL] The me in office outpatient office.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy is secondary, we help with primary insurance deductible, co-pay, and or co-insurance and for treatment in the office is covered on an outpatient and it pays up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] 1500 calendar year.
[CUSTOMER][NEUTRAL] OK, so then to confirm for the the CBTO 52,310 will be covered.
[CUSTOMER][NEUTRAL] Has she met the 1500?
[AGENT][POSITIVE] OK, they guarantee.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, so she's used 250 of the 1500, so she has 1250 remaining.
[CUSTOMER][NEUTRAL] I'm sorry, 12:50 you said?
[AGENT][NEUTRAL] She has 1250 remaining for the calendar year.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so 1250 remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, to confirm, uh, she'll be covered with she has a total amount for $1500 a year. She has 1250 remaining.
[CUSTOMER][NEUTRAL] To be covered.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, and can I please have a reference number for this call?
[AGENT][NEUTRAL] If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Can you spell it for me please?
[AGENT][NEUTRAL] [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect and today's date, thank you very much. I appreciate your help have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK bye.