AccountId: 011433970860
ContactId: 8b7e1539-e026-4dbb-b668-7d64d64bf3c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277000 ms
Total Talk Time (AGENT): 83266 ms
Total Talk Time (CUSTOMER): 68173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8b7e1539-e026-4dbb-b668-7d64d64bf3c0_20250606T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from office.
[CUSTOMER][NEUTRAL] Can you please spell out your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much. Yeah, checking on benefits for specialist of this visit.
[AGENT][NEUTRAL] How can I help you?
[AGENT][POSITIVE] OK, I can help you with benefits. Uh, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] And a direct line.
[CUSTOMER][NEUTRAL] Yeah, wait a minute.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] It's 021-23559.
[AGENT][NEUTRAL] OK give me just one moment while I look that up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And you're wanting
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Benefits for a specialist.
[CUSTOMER][NEUTRAL] Yeah, for specialist offices.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and this is just a verification of benefits, not a guarantee of payment?
[AGENT][NEUTRAL] It looks like she has an in-hospital benefit maximum of up to $7150 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And an outpatient benefit maximum of up to $6650 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you were wanting for an office visit?
[CUSTOMER][NEUTRAL] Yeah, for the office visit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This plan is still active. May I know the effective date of this plan?
[AGENT][NEUTRAL] Uh, this policy became effective on
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm not showing any benefits for the office visit fees, just treatment in an office. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this medical supplemental plan?
[AGENT][NEUTRAL] This is Secondary Gap Insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] No, that's all. May I know the call reference number for this?
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] So we don't have call reference numbers so you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all thank you so much for your assistance.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, bye for now. Thank you so much have a great day.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Mhm