AccountId: 011433970860
ContactId: 6b7cc5f9-f1fa-4239-b980-776400c03aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209970 ms
Total Talk Time (AGENT): 110671 ms
Total Talk Time (CUSTOMER): 51917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/6b7cc5f9-f1fa-4239-b980-776400c03aa8_20250102T20:02_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh thank you. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit and procedures done in office setting, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits for office and Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number, um, not the callback number, the policy number of the patient.
[CUSTOMER][NEUTRAL] Yes, 01813070.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Um let me see if I have a new policy. This one is terminated. Bear with me.
[AGENT][NEUTRAL] OK, I did find a new policy. Let me know when you're ready and I can provide you with the correct policy number.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, that policy number is 0254.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9500.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] The last two is 00.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat it. 02549500.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. You're welcome. And we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical. And let me go ahead and give you benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see. Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, the outpatient maximum is 6000 per cover person per calendar year, and this includes, um, let me see, looks like it's gonna include the office treatment but not the visit. Let me double check, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Can you spell your name for me please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so.
[AGENT][NEUTRAL] You're welcome. Um yeah, it looks like it's covering the office treatment. Um, I don't see the office visit.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No thank you so much have a nice day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Mm bye bye.
[CUSTOMER][NEUTRAL] Bye bye.