AccountId: 011433970860
ContactId: 9da76056-0faf-4761-933f-563c0355a95a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118680 ms
Total Talk Time (AGENT): 51960 ms
Total Talk Time (CUSTOMER): 48130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9da76056-0faf-4761-933f-563c0355a95a_20250305T20:24_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from a provider's office to uh verify benefit information on a patient, please.
[AGENT][POSITIVE] OK, I'll be happy to assist with benefits today, [PII]. If I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02539176.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It is outpatients physician's office.
[AGENT][NEUTRAL] OK, I do show policy does have benefits for treatment in an office or clinic setting. Patient has 4 visits per calendar year with a benefit amount of $100 per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Visit, do you guys um fall underneath a certain fee schedule like Aetna, United Healthcare?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Anything like that? OK, all right. OK. Do you use the Medicare allowable?
[CUSTOMER][NEUTRAL] You know?
[AGENT][NEUTRAL] Um, it will be just the usual and customary.
[CUSTOMER][NEUTRAL] To determine
[AGENT][NEUTRAL] Because we basically we are only gonna pay the $100 so it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything over that is gonna be her responsibility so we don't really the fee schedule doesn't matter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Doesn't matter. OK, all right, perfect. All right, that's what I needed to know. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You