AccountId: 011433970860
ContactId: 8b8c3db1-ce53-4411-afed-8dda13661abc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221220 ms
Total Talk Time (AGENT): 112512 ms
Total Talk Time (CUSTOMER): 99490 ms
Interruptions: 4
Overall Sentiment: AGENT=2.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8b8c3db1-ce53-4411-afed-8dda13661abc_20250529T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Trinity Urology and I'm calling to check and see if a patient has benefits with you secondary to his Aetna plan.
[AGENT][NEUTRAL] OK, [PII], so you're needing to verify eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][POSITIVE] Yes, ma'am, I can help you with these things. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Uh, yes, oops, sorry, I got out of it. I was uh it is 01734133 M for Mike, L for Lima, number 8.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], how do you spell your name for reference?
[AGENT][NEUTRAL] [PII] my name along with today's date. Oh really? Yeah, very few people spell it that way.
[CUSTOMER][NEUTRAL] Oh, just like my sister.
[CUSTOMER][NEUTRAL] Yes, yes, you're probably like, yeah.
[AGENT][NEUTRAL] Very few people.
[AGENT][NEUTRAL] Most people ask me 4 different, yeah, they ask me, they say, do you spell [PII] with a [PII] or an [PII] or an [PII]? And I'm like, none of the above.
[CUSTOMER][NEUTRAL] It's like why they do I.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] None of the above.
[CUSTOMER][NEUTRAL] Yep, yep, and my sister spells it the same way as you.
[AGENT][NEUTRAL] Well, that's so good. How about that? Yeah, right. OK, [PII], so, um, any information that I do provide for you today again will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] How funny is that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that he is the subscriber on the supplemental policy and it is active with an effective date of [PII].
[AGENT][NEUTRAL] And what type of benefit information do you need for him, [PII], inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He, he's coming in for an outpatient office visit, uh, a follow up, and he, uh, to our, um, urologist.
[AGENT][NEUTRAL] OK, so on this supplemental policy, office visits are not covered.
[CUSTOMER][NEUTRAL] Oh, OK, so yeah, it is an office visit. OK, so I will, uh it's not covered. OK, I can remove it so.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Office visits are not covered.
[CUSTOMER][NEUTRAL] Alright, [PII], so what kind of
[CUSTOMER][NEUTRAL] OK, offices not covered under the policy. OK, uh, and this is a American Public Life, correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am, that is correct. So, he does have outpatient benefits, you know, on the plan, however, office, correct, office visits are not a covered benefit.
[CUSTOMER][NEUTRAL] Alright, and today's date, OK.
[CUSTOMER][NEUTRAL] But not for office.
[CUSTOMER][POSITIVE] OK perfect thank you so much. I will uh notate it because it shows. Thank you.
[AGENT][POSITIVE] Well, you are certainly welcome.
[CUSTOMER][POSITIVE] Have a good day, [PII].
[AGENT][POSITIVE] Well, yes, ma'am. You too, [PII]. Is there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it, take care.
[AGENT][POSITIVE] OK. Yes, ma'am, you too, and it was my pleasure in speaking to you today, [PII]. So thank you again for calling APO and I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye