AccountId: 011433970860
ContactId: 63af0da6-e45a-4890-8792-e924f1e4913a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159240 ms
Total Talk Time (AGENT): 77840 ms
Total Talk Time (CUSTOMER): 46749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/63af0da6-e45a-4890-8792-e924f1e4913a_20250527T12:15_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the Neurology Institute. I'm calling to check benefits for patients.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Um, I need the member's policy number.
[CUSTOMER][NEUTRAL] OK, it's uh 025002777.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is under [PII], [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active, and is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Office visit, please.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, for services provided in office.
[AGENT][NEUTRAL] Um, we cover up to 5000 per calendar year, and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Oh, OK, alright, thank you. um, can I ask for if do we have, uh, what is the accumulation as we speak?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so far, there's no accumulation. The full 5000 is available.
[CUSTOMER][POSITIVE] OK, thank you so much. Yeah, I think that's all I need to know. Can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all for today. Thank you, [PII], have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye.