AccountId: 011433970860
ContactId: a89513d9-700f-4b94-85ab-5e983b904671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195309 ms
Total Talk Time (AGENT): 82936 ms
Total Talk Time (CUSTOMER): 67097 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a89513d9-700f-4b94-85ab-5e983b904671_20250422T16:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling for Texas Digestive specialist calling for benefits and eligibility for a member.
[AGENT][POSITIVE] Sure, I can assist you with that.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Thank you, excuse me, can you repeat your name please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][POSITIVE] Thank you. My name is [PII].
[AGENT][NEUTRAL] [PII], can I have a callback number for you and the policy number and I'll be able to verify benefits for you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 2431081
[AGENT][NEUTRAL] Thank you. And what is that member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active, and you're calling to verify benefits to eligibility for what place of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, office visits.
[AGENT][NEUTRAL] So the member's policy does not cover office visits, however, it does cover the treatment received in the office which falls under their outpatient benefits.
[AGENT][NEUTRAL] Of $2550 per calendar year and this is not a guarantee of benefits just a disclaimer of the policy's coverage and when I say treatment received in the office, meaning that's the procedures that's done in the office.
[CUSTOMER][NEUTRAL] OK perfect and you can you repeat the amount please?
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] 2,002,250.
[CUSTOMER][NEUTRAL] Yes, can you repeat
[CUSTOMER][NEUTRAL] 22,250 OK and he's uh made something for.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me one moment, I can verify that for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see how much money he's utilized for 2025.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Has not utilized any of his benefits for [PII] [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, only, uh, can you give me a reference, uh, call number for this call, please.
[AGENT][NEUTRAL] We don't provide reference numbers unfortunately, but you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Thank you so much have a good day [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.