AccountId: 011433970860
ContactId: 8cc38ff4-6077-4d12-980d-0f76ec1a9286
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127209 ms
Total Talk Time (AGENT): 50352 ms
Total Talk Time (CUSTOMER): 40966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/8cc38ff4-6077-4d12-980d-0f76ec1a9286_20250212T20:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I'm calling from Doctor [PII]'s office. One of my patients has you as his gap insurance. I'm trying to get what his benefits are.
[AGENT][POSITIVE] I'd be happy to assist with benefits HSL if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 2037625
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient at the specialist office.
[AGENT][NEUTRAL] OK, I do show the outpatient office visit falls under the outpatient calendar year maximum of $7500.
[CUSTOMER][NEUTRAL] And that includes any procedures that are done in the office and the office is it correct?
[AGENT][NEUTRAL] Um, only treatment and procedures, the co-pay associated with the physician's charges would not be included.
[CUSTOMER][NEUTRAL] OK, just the procedures. OK. um, how much, uh, has he used?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Nothing so far this year.
[CUSTOMER][POSITIVE] OK, thank you so much. Do you have a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No thank you so much have a good day.
[AGENT][POSITIVE] Thank you for calling APM. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye.