AccountId: 011433970860
ContactId: 8f162e93-d0b9-4fbc-b4e0-6526b9391d65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152250 ms
Total Talk Time (AGENT): 71332 ms
Total Talk Time (CUSTOMER): 46912 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/8f162e93-d0b9-4fbc-b4e0-6526b9391d65_20250416T15:56_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling for benefits for a patient that's coming in for a specialist uh office visit and ultrasound.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 01611550 ML 8
[AGENT][NEUTRAL] Give it to me one more time.
[CUSTOMER][NEUTRAL] Yeah, uh 01611550.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify benefits for
[AGENT][NEUTRAL] Specialist office, is it correct?
[CUSTOMER][NEUTRAL] Office visit and ultrasound.
[AGENT][NEUTRAL] This member's policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII] has.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] She does not have an office visit rider, however, she does have treatment received in the office.
[AGENT][NEUTRAL] Coverage under her outpatient benefits of $1500 per calendar year. So the ultrasound will be considered as treatment received in the office which will fall under her outpatient benefits, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, has anything been used on that 1500?
[AGENT][NEUTRAL] She has utilized $193.05 of her benefits for [PII]. [PII], is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, just your name and a reference number, please.
[AGENT][NEUTRAL] We don't provide reference numbers, however, you can use my name in today's date as a reference to.
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you for your help.
[AGENT][POSITIVE] Thanks for calling APL have a great day. Goodbye.