AccountId: 011433970860
ContactId: 957db3e6-0a5a-4d00-8bd4-a3b74d3c3498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129050 ms
Total Talk Time (AGENT): 51458 ms
Total Talk Time (CUSTOMER): 54717 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/957db3e6-0a5a-4d00-8bd4-a3b74d3c3498_20250401T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, my name is [PII]. I'm calling from Urology Specialty care. I just wanted to get some benefits for a specialist office visit for a patient.
[AGENT][POSITIVE] All right. I'm happy to check on benefits. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Of course that will be 2, I mean 02549424 ML 8.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We are the members secondary insurance, so this is gonna cover uh deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, so just to clarify, um, it'll cover the copay for the primary?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Uh procedures, alright, um, does he have a, a max?
[AGENT][NEUTRAL] Uh, yeah, let me check. Let me see what the outpatient next.
[CUSTOMER][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] Uh, their outpatient benefit max for the calendar year is 4000.
[CUSTOMER][NEUTRAL] Has he used any of it?
[AGENT][NEUTRAL] No, looks like they have the full amount.
[CUSTOMER][NEUTRAL] OK, perfect. So just to clarify once again covers office visits and procedures up to 4000 and has all of it remaining.
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][NEUTRAL] OK perfect and can I just get your name once again and a reference number?
[AGENT][NEUTRAL] Uh, my name again is [PII], which is [PII] and that is the call reference with today's date.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alright perfect thank you so much sir you have a great day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.