AccountId: 011433970860
ContactId: 6657a0b2-84db-4d05-9ff1-e34d42ce6f8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142610 ms
Total Talk Time (AGENT): 60281 ms
Total Talk Time (CUSTOMER): 50720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/6657a0b2-84db-4d05-9ff1-e34d42ce6f8a_20250303T16:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit, please.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01611608 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just wanting eligibility?
[CUSTOMER][NEUTRAL] Yes, benefit and eligibility for specialist office visit.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Um, for procedures done in office setting.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] For procedures done in the doctor's office, this policy coordinates with the primary insurance. Whatever the primary applies to their deductible, co-pay, or co-insurance, only we'll pay up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] And the accumulation?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] He hasn't used anything for this year.
[CUSTOMER][POSITIVE] Thank you so much for your help I appreciate it have a nice day.
[AGENT][POSITIVE] Thank you. Thank you, [PII] for calling APLU as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.