AccountId: 011433970860
ContactId: 77b38673-1d31-4e6e-ae52-406dc3771c6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165460 ms
Total Talk Time (AGENT): 69444 ms
Total Talk Time (CUSTOMER): 61377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/77b38673-1d31-4e6e-ae52-406dc3771c6f_20250617T13:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was um wanting to verify benefits for a patient.
[AGENT][POSITIVE] OK. I'm happy to check on benefits for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] It is 026359448.
[AGENT][NEUTRAL] Thank you. And then for documentation, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Our phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And we're looking for medical coverage?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Patient is active. Uh, the effective date on here is [PII], excuse me, of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a limited benefit plan, so it just pays a set amount depending upon what they're being seen for. Is it for like an office visit or?
[CUSTOMER][NEUTRAL] Um, yeah, it looks like it's gonna be a new patient.
[CUSTOMER][NEUTRAL] Um, not sure exactly if it's gonna be a physical or if it's just like a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because we were trying to verify our benefits before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, scheduling.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] Just kind of really wanted to make sure we were effective.
[AGENT][POSITIVE] Yeah, no, she is definitely effective. It does pay $50 towards the physician office visit fee and the patient's allowed a total of 4 visits a year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Its per year and they don't y'all only pay $50 towards it.
[AGENT][POSITIVE] It pays yeah, correct, 50 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about um like uh for wellness?
[AGENT][NEUTRAL] Uh, let's see. Yeah, that would be included. There's not like a specific wellness benefit on here, but that would just fall, yeah, it would fall under an office visit.
[CUSTOMER][NEUTRAL] That included.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Anything else I can check on?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too.