AccountId: 011433970860
ContactId: a8383982-14aa-4318-bdd9-a1567660bcbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219369 ms
Total Talk Time (AGENT): 59405 ms
Total Talk Time (CUSTOMER): 65528 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/a8383982-14aa-4318-bdd9-a1567660bcbe_20250414T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Very well, [PII]. [PII], I'm calling from a provider's office. I have a patient here. Um, I just need to confirm that his plan covers in-office procedures before I proceed.
[AGENT][NEUTRAL] OK, [PII], I can help you with the benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] It says 02611485.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. And you said inpatient, uh, physician services, is that correct?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] A specialist office.
[AGENT][NEUTRAL] Specialist, I'm sorry, specialist office, OK.
[CUSTOMER][NEUTRAL] Yes, that's OK.
[CUSTOMER][NEUTRAL] and weeks were Iha Rui Riaz R I A Z 764029 data service.
[AGENT][NEUTRAL] Give me just one moment pulling that up. It's a little bit slow.
[CUSTOMER][POSITIVE] That's fine, thank you so much, [PII].
[AGENT][NEUTRAL] Um, so it does specify certain things covered in the physician office. Is it gonna be like a diagnostic or what type of services?
[CUSTOMER][NEUTRAL] It's a surgical procedure?
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Yes. So, surgical procedure in the physician's office, that is going to be a benefit of
[CUSTOMER][NEUTRAL] Got it
[AGENT][NEUTRAL] Um, 6500 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it does cover the his deductible.
[AGENT][NEUTRAL] Yeah, so after primary pays we'll pick up.
[CUSTOMER][NEUTRAL] Yeah, and has anything been used?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If that's what
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEGATIVE] Nothing has been used this year.
[CUSTOMER][POSITIVE] Perfect. OK, all I'm gonna need then is just a reference number if I need your conversation, please.
[AGENT][NEUTRAL] Uh reference is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Uh, [PII]. Excellent, thank you so much. You have a lovely day.
[AGENT][POSITIVE] Thank you for calling APL you as well.