AccountId: 011433970860
ContactId: 70b4289f-2742-4130-b829-f2e9f2b06c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318660 ms
Total Talk Time (AGENT): 114662 ms
Total Talk Time (CUSTOMER): 69512 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/70b4289f-2742-4130-b829-f2e9f2b06c9a_20250326T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] and I am calling from.
[CUSTOMER][NEUTRAL] Benefits and eligibility.
[AGENT][NEUTRAL] And is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Um, I'm a provider.
[AGENT][NEUTRAL] So is it in a doctor's office or is it an outpatient facility?
[CUSTOMER][NEUTRAL] Out of outpatient facility.
[AGENT][NEUTRAL] OK, what's the name of the facility?
[AGENT][NEUTRAL] Do you know the name of the facility?
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I couldn't hear you.
[AGENT][NEUTRAL] What is the name of the facility?
[CUSTOMER][NEUTRAL] All right. So for this one, our name is Aoi.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's A Rock Air.
[AGENT][NEUTRAL] Spell it for me.
[CUSTOMER][NEUTRAL] A E R O then care.
[AGENT][NEUTRAL] OK. And you said that this is an outpatient facility or is it in a doctor's office?
[CUSTOMER][NEUTRAL] With outpatient facility.
[AGENT][NEUTRAL] OK. What's the policy number, [PII], and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Policy number is 02, I'm sorry. Let me repeat that again. 02.
[CUSTOMER][NEUTRAL] 566-576.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] All right, it's [PII].
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][POSITIVE] [PII], yes, correct.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information, [PII]. So, I have the policy effective date, uh, it's [PII].
[AGENT][NEUTRAL] I show the policy is active at this time and we're looking for outpatient facility.
[AGENT][NEUTRAL] Under this policy, the maximum outpatient benefit.
[AGENT][NEUTRAL] It is up to $3000 that is per covered person.
[AGENT][NEUTRAL] And give me one moment.
[AGENT][NEUTRAL] Alright, so the max outpatient benefit is up to 3000 per covered person per calendar year, and it's a maximum of 9000 per calendar year for all covered persons combined and of course any information provided is verification. It does not guarantee payment of a claim, and I do not show any claims on file for this patient at this time and any other questions, [PII] I can help out with today?
[CUSTOMER][NEUTRAL] And how much is the deductible and other packages and the mat?
[AGENT][NEUTRAL] There is no deductible.
[AGENT][NEUTRAL] There is no deductible under this plan.
[CUSTOMER][NEUTRAL] In the out of pocket.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The out of pocket?
[AGENT][NEUTRAL] There is no out of pocket. It pays up to 3000. That's the benefit per calendar year per covered person.
[CUSTOMER][NEUTRAL] And the co-insurance is 100.
[AGENT][NEUTRAL] There is no coinsurance.
[CUSTOMER][NEUTRAL] Alright, may I have the call reference number this for this one and your name and last name initial?
[AGENT][NEUTRAL] My name and
[AGENT][NEUTRAL] You'll use my name and today's date as a reference for today's call. It's [PII].
[AGENT][NEUTRAL] [PII], and any other questions, [PII] I can help out with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your assistance, [PII]. You have a great day.
[AGENT][POSITIVE] You're welcome. You too, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.