AccountId: 011433970860
ContactId: 8943c597-0af3-4264-ad5e-066510bea478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185729 ms
Total Talk Time (AGENT): 78004 ms
Total Talk Time (CUSTOMER): 44033 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8943c597-0af3-4264-ad5e-066510bea478_20250519T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for outpatient benefits um for patients that's coming in.
[AGENT][POSITIVE] OK, I can help with that. May I have your
[CUSTOMER][NEUTRAL] For I'm sorry office visit ultrasound, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII], one moment.
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much and what is your policy number, please?
[CUSTOMER][NEUTRAL] It's 0203.
[CUSTOMER][NEUTRAL] 2991 ML 8.
[AGENT][POSITIVE] Thank you, [PII], one moment.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][POSITIVE] Thank you so much. And you're outpatient benefits and you said that it would be performed in a doctor's office or is it a facility?
[CUSTOMER][NEUTRAL] Yeah, it's a doctor's office, um, so it'd be an ultrasound and um office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] See her policy shows effective as of [PII]. Her policy shows active, and for those benefits, um, it will not cover for an office visit, uh, fee. She does have a writer to help with services inside the doctor's office. Please note verification of benefits provided does not guarantee payment. We pay up to $7350 for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know how much has been used so far?
[AGENT][NEUTRAL] Let me check that for you one moment please, [PII].
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for your patience. Currently she has accumulated $1,249.40.
[CUSTOMER][POSITIVE] Got it. Alright, perfect. Alright, what was your name again? I'm sorry.
[AGENT][NEUTRAL] No problem. My name is [PII]. Last initial is [PII]. Would you need any information as far as claim submission today?
[CUSTOMER][NEUTRAL] Uh, no, just a reference number.
[AGENT][POSITIVE] OK, it'll be my name and today's date. Thank you.
[CUSTOMER][POSITIVE] Perfect thanks uh have a good one.
[AGENT][POSITIVE] You as well, [PII], thanks for calling APL bye take care.