AccountId: 011433970860
ContactId: 62c95d16-3422-4b1c-8f14-274aa40e7026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179009 ms
Total Talk Time (AGENT): 75795 ms
Total Talk Time (CUSTOMER): 52936 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/62c95d16-3422-4b1c-8f14-274aa40e7026_20250127T19:32_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling you from Acumen. I have a patient coming in. I need your help with benefits.
[AGENT][NEUTRAL] OK, and so is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] ID number I have is.
[CUSTOMER][NEUTRAL] 01960211 MLA
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have a date of birth of.
[CUSTOMER][NEUTRAL] A date of birth of [PII].
[CUSTOMER][NEUTRAL] No, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Policy is active at this time and you said it's for service in a doctor's office, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I can help you with the information.
[AGENT][NEUTRAL] So under this policy.
[AGENT][NEUTRAL] The physician's office co-pay isn't, is not covered, but there is an office treatment rider. So covered treatment, if there be any, can be considered under the outpatient benefit of this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how much did you cover up to?
[AGENT][NEUTRAL] Uh, for covered treatment in the office, the benefit is up to $1000 per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And for billing purposes.
[CUSTOMER][NEUTRAL] And you, where would we send the claim?
[AGENT][NEUTRAL] Yeah, the claim would be mailed to you.
[AGENT][NEUTRAL] PO [PII].
[AGENT][NEUTRAL] 248,950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 73124.
[AGENT][NEUTRAL] Dash
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] And tell me, is there a reference number for our call?
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference. It's [PII]. Anything else?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] [PII]. No, that is all, [PII]. Thank you so much for all your help.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You do the same, stay safe.
[AGENT][NEUTRAL] Bye bye.