AccountId: 011433970860
ContactId: 542352a7-ca8d-4f17-b2d6-6c2a7c0febf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163300 ms
Total Talk Time (AGENT): 71871 ms
Total Talk Time (CUSTOMER): 59694 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/542352a7-ca8d-4f17-b2d6-6c2a7c0febf8_20250507T19:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Doctor [PII]'s office, and I'm calling to verify uh benefits for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII] and the policy number would be 1352772 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, does it cover the office visit co-pays as a secondary or is it just subject to covering their deductible?
[AGENT][NEUTRAL] Um, so we do pay towards the co-pay, deductible and co-insurance of covered charges after primary, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For this policy though, let me pull up the big one. Hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's coming up now. My apologies. I just wanna look at all the benefits.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, for outpatient, um, I was just looking for the specialist office, so this policy doesn't have any coverage for the office setting. Um, this policy doesn't even have the office treatment rider, so it's just inpatient and outpatient facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, perfect, and is there a reference number for today's call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you so much for your help, [PII].
[AGENT][POSITIVE] You're very welcome and thanks for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.