AccountId: 011433970860
ContactId: a0a6072a-bfa9-4605-828e-dfe44fe24aa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204419 ms
Total Talk Time (AGENT): 88834 ms
Total Talk Time (CUSTOMER): 43145 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a0a6072a-bfa9-4605-828e-dfe44fe24aa5_20250130T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Lincoln Road Dermatology.
[AGENT][NEUTRAL] And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] I wanna check for benefits please for specialist office this outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So it's a specialist office visit, but you said it's outpatient, so is it in a doctor's office setting?
[CUSTOMER][NEUTRAL] Oh, yes, ma'am, doctor's office setting, yeah.
[AGENT][NEUTRAL] OK, so offices, OK, and what's the policy number?
[CUSTOMER][NEUTRAL] I have here 1356005 M for Mike, L for Lima, then 8.
[AGENT][NEUTRAL] OK, so 1356005 and OK, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right. Thank you for that information.
[AGENT][NEUTRAL] All right. Let me give you the current policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 214.
[AGENT][NEUTRAL] 8363.
[AGENT][NEUTRAL] And the policy effective date is [PII].
[AGENT][NEUTRAL] And I show that this policy is active at this time.
[AGENT][NEUTRAL] And [PII] is the patient, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me check to see if there is a benefit for service in the specialist office one moment.
[AGENT][NEUTRAL] All right, so the office visit fee is not covered, but if there is covered treatment in the office, uh, covered treatment can be considered under the outpatient benefit.
[CUSTOMER][NEUTRAL] Uh, like what?
[AGENT][NEUTRAL] When you say like what, what type of treatment?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] X-rays, um, lab, uh, minor surgeries like ear earwax removal.
[AGENT][NEUTRAL] Like that.
[CUSTOMER][NEUTRAL] Oh, OK. But the consultation is not covered?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much, and can I have a reference number please?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. You'll use my name in today's state as your reference, [PII] First initial last name is [PII], how do you spell your name?
[CUSTOMER][NEUTRAL] Oh, it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII]. All right. Did you have any other questions?
[CUSTOMER][POSITIVE] Oh, nothing else, ma'am. Thank you.
[AGENT][POSITIVE] Alrighty, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright.