AccountId: 011433970860
ContactId: 549018ba-866c-4012-8bd6-582b1ef1afaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163979 ms
Total Talk Time (AGENT): 83907 ms
Total Talk Time (CUSTOMER): 49401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/549018ba-866c-4012-8bd6-582b1ef1afaa_20250619T18:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Urology specialist group to check benefits.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, it is [PII]. Can I get your name one more time?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And Miss [PII], you're welcome. May I have the patient's policy number?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Of course, it is 02567606 ML 8.
[AGENT][NEUTRAL] Yeah, right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Of course, it is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And I see you say you need benefits and this is gonna be a specialist office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And with this one, we have, let's see, an outpatient maximum of 1500 per cover person per calendar year, and this includes the office procedures or office treatment. It does not cover the office co-payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get the amount met?
[AGENT][NEUTRAL] Mm sure, yes, let me see how much.
[CUSTOMER][NEUTRAL] On the 1500.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, as of today, she has used $40.
[CUSTOMER][NEUTRAL] 40.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Um, I think that's it. Can I get a reference number?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. 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][POSITIVE] No, that will be everything. Thank you so much.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII] and thank you for calling ATL. Have a good day.