AccountId: 011433970860
ContactId: 8bd99418-c6a8-4ee0-abae-409d9594d138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246360 ms
Total Talk Time (AGENT): 97756 ms
Total Talk Time (CUSTOMER): 46968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/8bd99418-c6a8-4ee0-abae-409d9594d138_20241230T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Bone and Joint Clinic in [PII]. I need to get benefits for a specialist office visit.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][POSITIVE] Uh, that's a little better.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII] Uh-huh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're needing eligibility and benefits?
[CUSTOMER][POSITIVE] Yes ma'am, can you hear me any better now?
[AGENT][NEUTRAL] And did you say it's in a doctor's office setting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, all this is. OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is 764-184. Can you hear me better now, [PII]?
[AGENT][NEUTRAL] I can, I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me pull up that information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'll be with you in just a few minutes.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for [PII] [PII].
[AGENT][NEUTRAL] OK, am I on speaker?
[CUSTOMER][NEGATIVE] No, you're not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I am showing an effective date of [PII].
[AGENT][NEUTRAL] And this policy is active at this time.
[AGENT][NEUTRAL] And we are looking for the office visit benefit.
[CUSTOMER][NEUTRAL] Yes, specialist office.
[AGENT][NEUTRAL] Um, under this policy, it covers up to $75.
[AGENT][NEUTRAL] Per visit?
[AGENT][NEUTRAL] And a max of 5 visits per calendar year.
[AGENT][NEUTRAL] Of course the information provided is verification, not a guarantee of payment, and I will check to see if any of those have been used this year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I don't show any used. I believe it's 5 per person. Let me see what it is for the family. I think it's 10, but let me double check.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So 5 for all covered dependents, 10 for all persons combined, so it's 5 per adult and then 10 for all covered persons combined, so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No no uh office is used for the patient at this time.
[CUSTOMER][NEUTRAL] OK, thank you and do we have a call reference number?
[AGENT][NEUTRAL] My name and today's date, [PII].
[AGENT][NEUTRAL] Oh NYA first initial last name is [PII] and [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that is it thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.