AccountId: 011433970860
ContactId: 7a7620db-be3a-4aa0-a93c-806a1840910a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140880 ms
Total Talk Time (AGENT): 72890 ms
Total Talk Time (CUSTOMER): 48383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7a7620db-be3a-4aa0-a93c-806a1840910a_20250520T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit, please.
[AGENT][NEUTRAL] OK, well, I can help you with both the um eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] and the policy number is 02285963ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing um the policy is active. It's been effective since [PII], and you said specialist office visit.
[CUSTOMER][NEUTRAL] Um, procedures on an office setting.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So the policy will pay up to $7150 per calendar year per person for outpatient expenses.
[AGENT][NEUTRAL] The policy itself doesn't have any coverage for the office, like in office setting, but they did add the office treatment rider. So any treatment done in the office as long as it's not cosmetic could be covered up to that 7150 a year.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect. Can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII].
[CUSTOMER][NEUTRAL] And the first letter is the.
[AGENT][NEUTRAL] And my last name?
[CUSTOMER][NEUTRAL] The letter is your last mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you and I appreciate it have a nice day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] No thank you bye.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.