AccountId: 011433970860
ContactId: 7b43cdb3-12ed-4da8-acaf-0ff72a1dca14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142039 ms
Total Talk Time (AGENT): 72558 ms
Total Talk Time (CUSTOMER): 47152 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/7b43cdb3-12ed-4da8-acaf-0ff72a1dca14_20250617T15:19_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits for a patient that's coming in for a specialist office visit.
[AGENT][POSITIVE] I can certainly help with benefits, and last name, please.
[CUSTOMER][NEUTRAL] I could barely hear you. I'm sorry.
[AGENT][NEUTRAL] I'm sorry, can you hear me better now?
[CUSTOMER][NEUTRAL] Little bit.
[AGENT][POSITIVE] OK, yes, I can certainly help with benefits, and with who am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02583967
[AGENT][NEUTRAL] 967. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. It looks like the policy went into effect on [PII]. It is active. Now this has both in and out of hospital benefits. Is there anything in particular that I can tell you about the policy?
[AGENT][NEUTRAL] Any particular inpatient or outpatient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess um so I'm I'm gonna assume that office visit copay wouldn't be um covered. Would that be true?
[AGENT][NEUTRAL] That's true. The policy covers the, um, the treatment within the physician's office up to $500 per calendar year. And of course that's just the verification of the benefits and to guarantee of payment, but it does not cover, uh, Leslie, it does not cover the office visit co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, so ultrasound would be covered under that outpatient benefit. What was the amount again? I'm sorry.
[AGENT][NEUTRAL] It's $500 per calendar year and that's just a verification of interest, not a guarantee of payment. I'm just checking to see what they have used for the calendar year [PII]. It looks like all the uh benefits are available.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome. OK, perfect. I.
[AGENT][NEUTRAL] Is there anything else at all that I can help you with?
[CUSTOMER][NEUTRAL] Nope that's it. What was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date.
[CUSTOMER][POSITIVE] Got it thanks for your help.
[AGENT][POSITIVE] Thanks for contacting us too