AccountId: 011433970860
ContactId: 7c0f55cc-0f71-4c64-b1ae-f827932f62ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251460 ms
Total Talk Time (AGENT): 106458 ms
Total Talk Time (CUSTOMER): 127421 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7c0f55cc-0f71-4c64-b1ae-f827932f62ef_20250409T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? I have an insured on the phone. He's calling to verify his benefits on the HI. Now he called about an office visit, but this is for, it's for a nutrition office visit. So I gave the benefits of the office visit, but then he wanted to verify if it was if a nutrition physician was covered on the policy, so I can only read the read the benefits and tell him that office visits are covered at a certain amount and how many visits per calendar year.
[AGENT][NEUTRAL] Right, and that's what, that's all I can give him too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, isn't it? I mean, it don't matter what kind of offices if it's an office visit, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That's what I thought.
[CUSTOMER][POSITIVE] Right. Mhm. That is correct.
[AGENT][NEUTRAL] OK. Well, um, you could, what's his policy number?
[CUSTOMER][NEUTRAL] Yeah, so I told him that if he wanted further assistance, I will send him to the care that better assist him with this policy. It is 258-4980. That's 258-4980. His name is [PII], and I'm not gonna try to pronounce his last name.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh yo, that is a hard one. OK, yeah, you can go ahead and put him. He's all verified and everything.
[CUSTOMER][NEUTRAL] Alrighty, so I'll verify this information mail mailing address, all of that callback number is the [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII]. OK, thank you so much. I appreciate you. You can put him through and I'll tell him the same thing you told him.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Alrighty, I'm gonna send them over to you. Thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Hello Mr. [PII], so I'm gonna leave you with [PII]. She's gonna better assist you. Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII] in the care team so I understand that you are checking about office visits for a nutritionalist.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes, a medical nutrition therapy.
[AGENT][NEUTRAL] OK, so in, on your policy, everything is just considered an office visit. It doesn't matter what kind of position it is. Yeah, it's all under your office visit um benefit.
[CUSTOMER][NEUTRAL] Office visit.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Got it. Uh, so I'm assuming, um, I don't know who they're referring me to. They just reached out to me and it's the Center for Health Promotion and I'm, so it's basically like a PTO, right, in a sense for my coverage?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] Just for like the 1st 5?
[AGENT][NEUTRAL] Right, so if you need to find out if um.
[AGENT][NEUTRAL] The office you're going to is is a provider for multi plan I can transfer you to multi plan and you can ask them.
[CUSTOMER][NEUTRAL] OK, but I will just, uh, I need to see where this office is coming from because I can probably search them up on multi plan on the website themselves, but it's just that my doctor referred me to them and then.
[AGENT][NEUTRAL] If, if
[AGENT][POSITIVE] OK. Yes, sir. You can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] But would it it would just be fine if I just like if I just take my insurance card and.
[CUSTOMER][NEGATIVE] Pretty awkward and shitty.
[AGENT][NEUTRAL] Yes sir, and if they need to call and verify your benefits with us they can do that also.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] No, that should be it. I'm gonna call the, the, the office and see who they are and and then go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. All right. Well, I hope everything goes well with your appointment, sir, and we thank you very much for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] Mm, you too, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.