AccountId: 011433970860
ContactId: 9e583ae2-06d7-4038-b67f-17eee3053a92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133520 ms
Total Talk Time (AGENT): 66278 ms
Total Talk Time (CUSTOMER): 56000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9e583ae2-06d7-4038-b67f-17eee3053a92_20250515T17:32_UTC.wav
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[CUSTOMER][NEUTRAL] Like
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Uh, good, thank you. I was calling to check if the patient has any benefits for testing being done in the office in a provider's office, sorry.
[AGENT][NEUTRAL] Testing, like diagnostic testing?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can definitely help you with the um benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] It is 01780660ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, Mr. [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And let me take a look at the benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so the, for the secondary policy, there's no coverage for the office setting. Um, I looked to see if they have the office treatment rider in which the treatment could be covered, um, but this policy does not have that either. Um, it only will cover diagnostic testing in a hospital outpatient facility or MRI facility.
[CUSTOMER][POSITIVE] OK, perfect, sounds great thank you so much. Is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] you have a good rest of your day.
[AGENT][POSITIVE] Thank you you also and thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.