AccountId: 011433970860
ContactId: 8abe0b0b-1796-4570-ade5-4c5b40ea4a2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209279 ms
Total Talk Time (AGENT): 96928 ms
Total Talk Time (CUSTOMER): 73028 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8abe0b0b-1796-4570-ade5-4c5b40ea4a2c_20250305T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Ma'am, I'm just trying to verify benefits for one of our patients.
[AGENT][NEUTRAL] OK, I can assist you. Can I get your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] I'm calling with Bonsa course.
[AGENT][NEUTRAL] And all with
[CUSTOMER][NEUTRAL] Eastside Medical Group.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, the patients policy, so I just spoke with the other department. She gave me your name. So under the preventive services I have that number. I don't have the number for the American public life. She said you might be able to look him up with um some other information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm do you have the social of the cardholder?
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK. And what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[AGENT][POSITIVE] Thank you, give me one moment to pull up the information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you are.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have an email, I mean, an address for this uh patient?
[CUSTOMER][NEUTRAL] Mm, uh, the one I have on file is [PII].
[AGENT][NEUTRAL] And what's the city state?
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And what's your date of birth?
[CUSTOMER][NEUTRAL] His is [PII].
[AGENT][NEUTRAL] Oh, yes, I'm sorry, his date of birth. Sorry about that.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] All right, so I've located the policy number if you're ready to take the number down, let me know.
[CUSTOMER][POSITIVE] Yeah, alrighty.
[AGENT][NEUTRAL] OK. So the policy number is 259.
[AGENT][NEUTRAL] 731 7.
[AGENT][NEUTRAL] And I show the policy effective date is [PII]. Policy is active at this time. And then, [PII], you said that you needed benefits for, did you say in an office setting or outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It's office, um, medical. Mhm.
[AGENT][NEUTRAL] Office, OK, OK, so under this policy, the benefit for office service is up to your service in a doctor's office or a physician's office up to $75 per.
[AGENT][NEUTRAL] Per visit?
[AGENT][NEUTRAL] And the maximum number of visits per calendar year are 5.
[AGENT][NEUTRAL] And of course any information provided is verification, not a guarantee of payment. Don't show any of those visits used at this time for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and is there a reference number at all?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference, [PII] First initial last name is [PII]. And did you have any other questions I can assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All [PII]. Thanks for calling APL, have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] So your name. OK, thank you. mhm, bye.