AccountId: 011433970860
ContactId: 94cbd123-9870-42b9-843c-b26e57d49789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159240 ms
Total Talk Time (AGENT): 99882 ms
Total Talk Time (CUSTOMER): 47755 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/94cbd123-9870-42b9-843c-b26e57d49789_20250313T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning, it's [PII] from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][POSITIVE] Alright [PII] I'll be glad to help you. Go on give me your policy number.
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] I'm sorry, it's 02549573.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I know that you need.
[AGENT][NEUTRAL] Alrighty, thank you for that information and your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright [PII], thanks so much for that information. Looks like [PII] is the insured on this medical supplemental plan. They show his original effective date is [PII]. Patient is current.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am. OK, what type of benefit are you needing today?
[CUSTOMER][NEUTRAL] For a specialist office.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Specialist
[CUSTOMER][NEUTRAL] Specialist office visit.
[AGENT][NEUTRAL] Alrighty, let me get that benefit pulled up. OK, now, of course what we are is her medical supplemental.
[AGENT][NEUTRAL] Uh, his medical supplemental plans, so the only thing that we would pick up and pay on is for sickness and injury that is applied towards patients deductible copay or co-insurance at the primary insurance carrier. Now for the office visit benefits, they don't have any office visit charge benefits, but anything done in the office would be uh something that we would, would, would review.
[AGENT][POSITIVE] You for payment and they have a $0 deductible and $3000 payable per calendar day just no office visit charge benefit here at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Can I get a reference number for this call please?
[AGENT][NEUTRAL] We do not give reference numbers, [PII], but you can use my name in today's date and.
[AGENT][NEUTRAL] My name is [PII], and is that all I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you have a good day.
[AGENT][POSITIVE] You as well, [PII] and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.