AccountId: 011433970860
ContactId: a1bb85a0-a38c-4f34-ab25-da49d644d465
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167610 ms
Total Talk Time (AGENT): 92612 ms
Total Talk Time (CUSTOMER): 51608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a1bb85a0-a38c-4f34-ab25-da49d644d465_20250422T15:46_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to verify verify coverage for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My first name is [PII]. Last name is [PII], and my call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. You're calling from provider's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you. What's the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 02566486
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And are you calling to verify benefits for outpatient services?
[CUSTOMER][NEUTRAL] Yes, it would be for audiology.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] [PII] has a maximum benefit amount of $3000 per calendar year for outpatient services, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and can you tell me if hearing benefits are covered?
[AGENT][NEUTRAL] Could you repeat your question?
[CUSTOMER][NEUTRAL] You bet. Can you tell me if hearing?
[CUSTOMER][NEUTRAL] is covered under this benefit.
[AGENT][NEUTRAL] Hearing like DME coverage?
[CUSTOMER][NEUTRAL] Like a hearing test in the audiologist's office.
[CUSTOMER][NEUTRAL] And hearing aids also.
[AGENT][NEUTRAL] So it's, so it's not considered as outpatient, it'd be an office visit itself like treatment in within an office setting, so that'll be an office visit. So the office visit is not covered, however, the treatment received in the office would fall under her outpatient benefits of the $3000 and she does have DME coverage as well.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, sir?
[CUSTOMER][NEUTRAL] That's it if I could just get a reference number.
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, I'm sorry you were cutting out can you say that one more time for me please?
[AGENT][NEUTRAL] Of course, [PII] and today's date as a reference.
[AGENT][NEUTRAL] I don't know what's going on with my phone. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] You're welcome [PII], thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.