AccountId: 011433970860
ContactId: 6e0f7218-07f3-4e5c-ad4a-ebe7968f21cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222130 ms
Total Talk Time (AGENT): 93755 ms
Total Talk Time (CUSTOMER): 99194 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/6e0f7218-07f3-4e5c-ad4a-ebe7968f21cc_20250509T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes, good morning. I need some benefits for a patient, please.
[AGENT][NEUTRAL] OK, well I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 02141770 M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] Number 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, his name is [PII] and his last name is [PII]. It's [PII] as in uh I'm sorry, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is uh-huh. Date of birth is [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII]. He is active part of the policy.
[AGENT][NEUTRAL] Excuse me, and you say you're calling for benefits, correct?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yes, for co-payment, uh, out of pocket, something like that.
[AGENT][NEUTRAL] Uh, what benefits are you needing or what are they coming in for?
[CUSTOMER][NEUTRAL] A specialist visit.
[AGENT][NEUTRAL] OK. Well, under this patient's policy, um, it does not cover any office visits. They do have a writer that covers treatment performed in office for a sickness or an injury, but the visit itself is not covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh OK, perfect, I understand. What is the name of the plan exactly? plant's name?
[AGENT][NEUTRAL] Uh, Matt Li.
[CUSTOMER][NEUTRAL] Meth, I'm sorry, meth what?
[AGENT][NEUTRAL] Medli, M E D L I N K.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] It's a secondary supplemental plan. Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, I understand. Is there any basic limitation?
[AGENT][NEUTRAL] Well, office visits are not covered. Uh, treatment, there's a limitation as far as up to the benefit max.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I understand, I understand. Is a referral needed for office visits, something like that? No.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] Perfect. May I have your billing address and PO box, please?
[AGENT][NEUTRAL] Uh, yes, ma'am. Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Perfect, may I have your name and reference number please?
[AGENT][NEUTRAL] Um, we don't give reference numbers, but you may use my name in today's date.
[AGENT][NEUTRAL] Uh my name is [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, what is the reference number again? I'm sorry.
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name as Day.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Use name OK perfect no worries, thank you so much for your help, [PII]. OK, have a blessed day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thanks for calling APL. Have a great day and weekend.
[CUSTOMER][POSITIVE] You're welcome bye bye thank you.
[AGENT][NEUTRAL] Bye.