AccountId: 011433970860
ContactId: 8e29558c-00f1-43cb-9b16-ddcd3ab170ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131339 ms
Total Talk Time (AGENT): 50651 ms
Total Talk Time (CUSTOMER): 59135 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/8e29558c-00f1-43cb-9b16-ddcd3ab170ce_20250519T18:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling to check benefits for a patient's plan, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] Last name initial [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, OK, the one that I have, give me one second because I know there's the inpatient and outpatient. I'll give you the outpatient 1st. 02389255 ML 8.
[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]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, specifically for outpatient, and she also wants to know if, uh, the outpatient benefit covers office visit co-pays and ultrasounds and procedures in office.
[AGENT][NEUTRAL] Um, unfortunately, no, this policy does not have benefits for treatment in an office or clinic setting.
[CUSTOMER][NEUTRAL] OK, so, so no ultrasounds, no copay, nothing that's performed in the office, correct?
[AGENT][NEGATIVE] Nothing that's done in the office, no.
[CUSTOMER][NEUTRAL] OK, no. All right, perfect. And what would be the outpatient benefit?
[AGENT][NEUTRAL] Outpatient is $1250 per calendar year.
[CUSTOMER][NEUTRAL] Per year, has she used any of it by any chance?
[AGENT][NEUTRAL] Um, she has used.
[AGENT][NEUTRAL] Nothing. She has a full amount available.
[CUSTOMER][POSITIVE] Perfect. OK, then that's all I needed to know what would be a reference number for this phone call, please?
[AGENT][NEUTRAL] Pre um reference is just my name and today's date and time, [PII], last initial [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.