AccountId: 011433970860
ContactId: 979269da-f12a-43da-aa75-149d81e931a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129770 ms
Total Talk Time (AGENT): 46223 ms
Total Talk Time (CUSTOMER): 42748 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/979269da-f12a-43da-aa75-149d81e931a9_20250319T18:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Ortho now wanted to verify benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] OK, give me one moment you'll have to.
[CUSTOMER][NEUTRAL] Yes, of course that'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is that member's policy number that you're calling to verify businesses for?
[CUSTOMER][NEUTRAL] Yes, so the policy number is 02458534ML8.
[AGENT][NEUTRAL] And can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] I saw something yesterday.
[AGENT][NEUTRAL] And you say you're calling from a dental office?
[CUSTOMER][NEUTRAL] Um, no, from an orthopedic urgent care.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And she has outpatient benefits of $5000 per calendar year and this is not a guaranteed benefits, just a disclaimer on the policy's coverage. However, her office visits are not covered under the policy if it's gonna be placed to service 11, but the treatment received in the office is covered under her outpatient benefits.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello caller there?
[AGENT][NEUTRAL] Hello caller.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Caller, are you there?