AccountId: 011433970860
ContactId: 81d82682-2cb1-4491-b1c8-620ce3dba1f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205179 ms
Total Talk Time (AGENT): 109947 ms
Total Talk Time (CUSTOMER): 41491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/81d82682-2cb1-4491-b1c8-620ce3dba1f9_20250213T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I need to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we um we get disconnected in a place you're calling from?
[CUSTOMER][NEUTRAL] Sure it's [PII] and it's Miami vascular specialist.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's 1255983 M as in Mary, L as in Larry, B as in boy.
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Let me check and see if I have a new policy, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, looks like we do, uh let me pull this other one.
[AGENT][NEUTRAL] OK, I did find a new policy for Mr. [PII]. Um, let me give you a new policy number and let me know when you're ready.
[CUSTOMER][POSITIVE] Alright, ready.
[AGENT][NEUTRAL] OK. The policy number is 02295788.
[CUSTOMER][NEUTRAL] Let me just repeat that because uh the call is breaking in and out. It's 02295788.
[AGENT][NEUTRAL] Yes, that's correct. Um. The effective date is [PII], and it is active at the moment, and this is a secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And let me see what benefits we have on this one and you said this was in specialist office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so on this 10, OK, so one of our users.
[AGENT][NEUTRAL] OK, so this one has an office treatment rider, um, which is for treatment or procedures only, but it doesn't cover the outpatient, um, the co-payment for the visit. So the visit is not cover only treatments or procedure, and this is subject to the outpatient maximum of 3500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] So it doesn't cover the office visit?
[AGENT][NEUTRAL] No, it only covered procedures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect all right and may I have your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye