AccountId: 011433970860
ContactId: 89d7f720-b31d-4435-9d93-c97efce71692
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86150 ms
Total Talk Time (AGENT): 43019 ms
Total Talk Time (CUSTOMER): 32731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/89d7f720-b31d-4435-9d93-c97efce71692_20250212T21:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][POSITIVE] Sure [PII], I can assist you with that. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The policy is 02556468.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility. This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], are you calling about inpatient or outpatient Office visit? What benefit place service are you? So the office visit itself is not covered.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Specialist
[CUSTOMER][NEUTRAL] Special
[AGENT][NEUTRAL] However, the treatment received in the office is covered under her outpatient benefits.
[AGENT][NEUTRAL] Of $8700 per calendar year and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] Thanks for calling ATL [PII]. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.