AccountId: 011433970860
ContactId: 6bd79181-9fd5-4d68-b3bd-2f025de3294d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176460 ms
Total Talk Time (AGENT): 97761 ms
Total Talk Time (CUSTOMER): 56247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6bd79181-9fd5-4d68-b3bd-2f025de3294d_20250317T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify patients benefits.
[AGENT][NEUTRAL] I can help with that. May I have your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII] and your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you very much, appreciate that and what is the policy number please?
[CUSTOMER][NEUTRAL] Policy number I have is 02029845 M like Mary L like Lima 8.
[AGENT][POSITIVE] OK, thank you very much appreciate that [PII] one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much. I have that number pulled up and you're calling for benefits for outpatient, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, I can help with that. Now this member is the policy holder with an effective date of [PII].
[AGENT][NEUTRAL] Will this be for an office setting or a facility charge?
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. We will pay up to $500 per day max, and let me just make certain now this plan does not cover for an office visit fee.
[AGENT][NEUTRAL] The member does have a writer on the policy that could help with services or procedures inside the office visit and that will fall on that $500 per day, but it will not cover for the office visit fee.
[CUSTOMER][NEUTRAL] I'm sorry, could you?
[CUSTOMER][NEUTRAL] Could you repeat that one more time?
[AGENT][NEUTRAL] Of course.
[AGENT][NEGATIVE] The plan will not pay for an office visit fee.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the member has a writer on the plan that could help with services or procedures inside the office.
[AGENT][NEUTRAL] And that falls on the $500 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per day max OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, may I have your name and a reference number please?
[AGENT][NEUTRAL] OK, my name is [PII]. We do not provide reference numbers. You can use my name and today's date and my last initials [PII].
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Perfect OK perfect no that's it thank you very much you have a wonderful day.
[AGENT][POSITIVE] You as well, and thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye.