AccountId: 011433970860
ContactId: 9aaf578e-1431-4482-b148-9573257a45f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151479 ms
Total Talk Time (AGENT): 72369 ms
Total Talk Time (CUSTOMER): 36501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9aaf578e-1431-4482-b148-9573257a45f7_20250121T13:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling to check um benefits for a member.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is 01894931 ML 8.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage does not guarantee um payment of claims. She does, well, he does have a new policy number.
[AGENT][NEUTRAL] And his
[CUSTOMER][NEUTRAL] OK, could I get that new number?
[AGENT][NEUTRAL] Yes, the new policy number is 024.
[AGENT][NEUTRAL] 96871.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effective date on this policy was [PII]. The policy is still active. Is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] An office visit.
[AGENT][NEUTRAL] Mhm. OK, for treatment provided in office, we cover up to 4000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well, I thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.