AccountId: 011433970860
ContactId: 9708526b-7d94-432f-a362-ad084d45eddb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111459 ms
Total Talk Time (AGENT): 58458 ms
Total Talk Time (CUSTOMER): 39383 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9708526b-7d94-432f-a362-ad084d45eddb_20250416T17:56_UTC.wav
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[AGENT][NEUTRAL] contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits for a patient for specialist office.
[AGENT][NEUTRAL] I can certainly help with that and uh with whom am I speaking, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Oh, thank you. And what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02504925 ML 8.
[AGENT][POSITIVE] I appreciate that the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] His name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, I appreciate that. The policy went into effect.
[AGENT][NEUTRAL] Excuse me, policy went into effect on [PII]. It is active. There is an office visit, um, co-pay, uh, the, um, uh, Mr. [PII] can have.
[AGENT][NEUTRAL] Up to 4 office visits per calendar year.
[AGENT][NEUTRAL] We pay $25 for a regular office visit or up to $50 for a specialist. Now that's just a verification, the benefits, not a guarantee of payment and it doesn't look like he's used any of those for the calendar year [PII].
[CUSTOMER][NEUTRAL] OK, so you pay up to 50 for specialists, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] No, what is your name?
[AGENT][NEUTRAL] My name is [PII]. The [PII] [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect thank you so much have a nice day.
[AGENT][POSITIVE] Alright thanks for contacting AT have a.