AccountId: 011433970860
ContactId: 71eb0716-2570-4e57-ada6-82189d39a008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184639 ms
Total Talk Time (AGENT): 85608 ms
Total Talk Time (CUSTOMER): 78396 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/71eb0716-2570-4e57-ada6-82189d39a008_20250130T19:59_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] Hello, my name is [PII]. I'm calling from specialist office. I was calling to verify benefits on a member, please.
[AGENT][NEUTRAL] OK, sure, I can assist you with benefits and what's the name of the office, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Premier, vascular and interventional.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course that is [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1,451,720
[CUSTOMER][NEUTRAL] About
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, that is [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you. Alright, and what type of services being rendered for benefits, Miss [PII]?
[CUSTOMER][NEUTRAL] So this is an in office surgical procedure. I have um procedure codes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, it's fine. Thank you, Miss [PII] All right, and this particular policy is one of our secondary supplemental plan to the major medical, and this one doesn't cover any in-office service, so it's, it's not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, so, um, let me just write that down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then what kind of services does this plan um have coverage for just in case if the member asks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Um, so this one is for like hospital, outpatient service, inpatient service, ER visits, urgent care, um, diagnostic centers, um, surgical centers, um, surgery in the hospital, or, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's about it
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][MIXED] OK, but it just doesn't cover in office surgical procedures.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it doesn't cover office at all. No, no procedures or no office visit or anything like that.
[CUSTOMER][NEUTRAL] Oh, so it's more of like the major medical.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it's more like for
[CUSTOMER][NEUTRAL] I'm sorry, just to confirm, so it's more of like major medical like hospitals, um, ER visits, diagnostic imaging, just not like regular office visits.
[AGENT][POSITIVE] Correct. Yes, correct.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. um, just to confirm, you said it does not cover in office procedures. OK, um thank you so much. Can I just, I'm sorry, what was your name please?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]'s [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK, and can I just have a reference number for this call please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] 1:30 2025 alrighty thank you so much so have a great rest of your day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You as well, and thank you for calling APM. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you bye.