AccountId: 011433970860
ContactId: 54aca42e-b007-473c-83e8-e0a943bfddd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204380 ms
Total Talk Time (AGENT): 104642 ms
Total Talk Time (CUSTOMER): 83792 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/54aca42e-b007-473c-83e8-e0a943bfddd9_20250624T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. Uh, I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Oh, thank you so much. OK, uh, I'm calling from um hospital facility. I'd like to check um what kind of
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Coverage does this patient has.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For a specialist visit.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For all, OK, sure, I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we can disconnect it Miss [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 01612903.
[AGENT][NEUTRAL] Mhm. Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes. Uh name under the [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, let's see what we have for office and 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.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this one doesn't have any coverage for office. This one is for outpatient facilities and inpatient hospital.
[CUSTOMER][NEUTRAL] Uh, when you say outpatient facility with, is this for like a diagnostic medical imaging, uh, surgical, but not for specialist office visit, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, yes, offices are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. But what if the diagnostic, like such as the MRI, CT, ultrasound, then in the outpatient hospital?
[AGENT][NEUTRAL] Yeah, that will be considering the outpatient benefits, any outpatient facility, including diagnostic center, ER, urgent care, um, surgical centers, those are considered under the outpatient benefits, and this is not a guarantee of payment, just a verification of coverage for outpatient service and outpatient facility. The maximum benefit is $5000 per year after a $250 deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. Um, so, this will be all for today. May I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] Sure. Yes, will do. OK, great. Thank you so much.
[AGENT][POSITIVE] OK, is there anything else? You're welcome, Ms. [PII], and thank you for calling again. All right, have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] No, this will be uh.
[CUSTOMER][POSITIVE] Have a great day bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.