AccountId: 011433970860
ContactId: 63c0ad94-2fbb-4c50-8b1b-d6a3631f537f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243479 ms
Total Talk Time (AGENT): 71479 ms
Total Talk Time (CUSTOMER): 45342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/63c0ad94-2fbb-4c50-8b1b-d6a3631f537f_20250414T19:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Yes, ma'am. I can hear you now.
[CUSTOMER][NEUTRAL] I'm trying to find out if a patient is active and if he has any sort of um office visit benefits and.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] last initial [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number please.
[CUSTOMER][NEUTRAL] 02566198.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] or [PII] [PII].
[AGENT][NEUTRAL] And just submit advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was.
[AGENT][NEUTRAL] [PII] and the policy is still active, and you said this is for an office visit?
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] OK, let's see. One moment. His benefits are coming up.
[AGENT][NEUTRAL] And I'm still waiting on my system. One moment please.
[AGENT][NEUTRAL] OK, for office visits, we cover up to $75 per visit and he gets 6 visits per calendar year.
[CUSTOMER][NEUTRAL] Of
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, and the plan will pay up to $75.
[AGENT][NEUTRAL] Yes, ma'am. The plan will pay up to $75 per office visit and he gets $6 per calendar year.
[CUSTOMER][NEUTRAL] Uh, may I just get your name again?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] You reference
[CUSTOMER][POSITIVE] OK, thank you very much I.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.