AccountId: 011433970860
ContactId: a463677d-d7b4-4247-b97f-49dabcab8c8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153199 ms
Total Talk Time (AGENT): 86353 ms
Total Talk Time (CUSTOMER): 31624 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a463677d-d7b4-4247-b97f-49dabcab8c8d_20250106T16:15_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][POSITIVE] Yeah, sure, I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 02419334.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you. And you said you need benefits and this is for an office visit?
[CUSTOMER][NEUTRAL] Yes, specialist.
[AGENT][NEUTRAL] Yeah, OK. Um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, I have a new policy.
[AGENT][NEUTRAL] OK, I did find a new policy. Now, this one only covers office treatment, but let me go ahead and start off with the policy number and then I can give you the benefits. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, the new policy number is 0255.
[AGENT][NEUTRAL] 643 8. Let me repeat it again, that's 02556438, and you can use the ML 8 or 7.
[AGENT][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer, and this is one of our secondary supplemental plan to the major medical. Again, we do not cover the office visit, but we do cover office procedures or treatments, and this is subject to the outpatient maximum which is 8700 per covered person per calendar year.
[CUSTOMER][POSITIVE] OK perfect OK thank you very much.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] That's it for today.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.