AccountId: 011433970860
ContactId: 78659f2b-17f6-40dd-86af-ecbf4db6bf74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235809 ms
Total Talk Time (AGENT): 90094 ms
Total Talk Time (CUSTOMER): 65655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/78659f2b-17f6-40dd-86af-ecbf4db6bf74_20250131T13:09_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify I'm a, um, a patient.
[CUSTOMER][NEUTRAL] That's true.
[AGENT][NEUTRAL] Uh, what are you verifying? OK, eligibility and benefits?
[CUSTOMER][NEUTRAL] To get the benefits
[CUSTOMER][POSITIVE] Yeah, I still get the benefits
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the service is, is it in the doctor's office?
[CUSTOMER][NEUTRAL] In a specialist office.
[AGENT][NEUTRAL] OK. And your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Spell your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02477145.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, no, [PII].
[AGENT][NEUTRAL] The last 4?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. There were [PII].
[AGENT][NEUTRAL] Spell the first name for me please.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And we're checking eligibility and then specialist office visit benefit.
[CUSTOMER][NEUTRAL] It's for an ultrasound. I wanted to know if you guys covered the ultrasound in your specialist's office.
[AGENT][NEUTRAL] OK, so for treatment in the office, we can get that information for you. I'm showing an effective date of [PII] policy is active at this time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And diagnostic testing can be considered.
[AGENT][NEUTRAL] Uh, under the outpatient benefit and that benefit amount.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so the maximum outpatient benefit is up to $7000.
[AGENT][NEUTRAL] That's per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the information provided is verification, uh, not a guarantee of payment. I do not show any of that benefit used at this time, and, uh, yeah, this is an individual policy so it's up to $7000 per covered person per calendar year and did you have any other questions?
[CUSTOMER][NEUTRAL] No, that's all. No, that's all I need, um, so you guys covered the, the ultrasound.
[CUSTOMER][NEUTRAL] OK, um, can I have your name, uh, any reference number so I can have it for my record please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You'll use my name in today's state is your reference, [PII] First initial of my last name is [PII]. Any other questions I can help out with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.