AccountId: 011433970860
ContactId: 8879fac5-f3ce-4dd3-a34f-29dba6c8cef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114110 ms
Total Talk Time (AGENT): 57839 ms
Total Talk Time (CUSTOMER): 31402 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8879fac5-f3ce-4dd3-a34f-29dba6c8cef1_20250320T12:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I'm calling regarding benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits, and did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you for that, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure. It is 02271385 ML8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, specialist office visit?
[AGENT][NEUTRAL] OK, so the policy itself doesn't have any coverage for like the in-office setting, but they do, the insurer does have the office treatment rider, um, which any treatment as long as it's not cosmetic, um, should be covered by the policy up to $750 per calendar day, and that includes the specialist office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Nothing else right now.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.