AccountId: 011433970860
ContactId: 6c0b75d0-20b4-447b-abed-0aa45cfb7524
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126830 ms
Total Talk Time (AGENT): 64252 ms
Total Talk Time (CUSTOMER): 48228 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6c0b75d0-20b4-447b-abed-0aa45cfb7524_20250411T16:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm calling to verify the benefits for uh patient for a specialist offices.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have your name and a callback number? Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify office business for?
[CUSTOMER][NEUTRAL] It's 1407927 ML 8.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth and I'll be able to assist you.
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This policy does not have office visits, however, the policy does have a outpatient, outpatient benefits per calendar year which the treatment rider falls under it, meaning that anything that's performed like the treatment received in the office will be covered under that outpatient benefit of the $2500 per calendar year, but the office visit itself is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is not a guarantee of benefits just a disclaimer of the policies covered and what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Were you about to ask me a question?
[CUSTOMER][NEUTRAL] And your name? I'm sorry?
[AGENT][NEUTRAL] [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII]?
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.