AccountId: 011433970860
ContactId: 6402258a-aa3f-4b37-84c3-8d71c50e6f66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124599 ms
Total Talk Time (AGENT): 64813 ms
Total Talk Time (CUSTOMER): 51547 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/6402258a-aa3f-4b37-84c3-8d71c50e6f66_20250113T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from the provider's office. I need some help uh for the member's plan, please. Thank you.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK. OK. And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number, [PII], and what information do you need?
[CUSTOMER][NEUTRAL] Yes, it's 02355953 I'm sorry, number 8. just gonna make sure if his insurance is active and then if it covers office visits and ultrasounds in office, please.
[AGENT][NEUTRAL] OK, and what's the policy num I mean the a callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], so I show the policy effective date is [PII]. Policy is active at this time.
[CUSTOMER][NEUTRAL] Time.
[AGENT][NEUTRAL] The physician's visit co-pay is, or fee is not covered, but there is a treatment writer for treatment performed in the office. And what is the treatment being performed, [PII]?
[CUSTOMER][NEUTRAL] Uh, ultrasounds.
[AGENT][NEUTRAL] An ultrasound? OK, so the maximum outpatient benefit is up to $1000.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] That is per calendar day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment, and did you have any other questions we can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No love, I just need um the reference number from this phone call please.
[AGENT][NEUTRAL] Mhm. My name and today's date, [PII]
[AGENT][NEUTRAL] First initial of last name is [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] OK perfect thank you so much have a wonderful day thank you.
[AGENT][POSITIVE] Oh, you're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too sweetheart bye bye.