AccountId: 011433970860
ContactId: a9fb2b8e-49c2-4a3c-b84e-d3e85ac4e783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198240 ms
Total Talk Time (AGENT): 95907 ms
Total Talk Time (CUSTOMER): 51266 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a9fb2b8e-49c2-4a3c-b84e-d3e85ac4e783_20250616T13:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] OK, and I'm sorry, can you spell your first name for me please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I please have that policy number for the member?
[CUSTOMER][NEUTRAL] 0246 0296
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 02460296. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for that information and you're calling for benefits for her this for outpatient. I'm sorry.
[CUSTOMER][NEUTRAL] For um outpatient.
[AGENT][NEUTRAL] OK, I can help you with that. And she shows effective as of [PII] this policy shows active.
[AGENT][NEUTRAL] As a supplemental and for outpatient benefits, please note verification of benefits provided does not guarantee payment. We pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For covered outpatient services.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. She's having an ultrasound rendered in the office and she has a copay that applies. Would that, um, cover that, the gap insurance?
[AGENT][POSITIVE] We do, we do help with the deductible co-pay and co-insurance for coverage services, and we pay up to $1000 and she does have a benefit to help with services performance on an office setting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it will be covered, correct?
[AGENT][NEUTRAL] I cannot guarantee over the phone, but she does have a writer on the policy to help cover with services performed in the doctor's office for covered services, and we pay up to $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect and uh.
[CUSTOMER][NEUTRAL] Can I also have the claims mailing address please?
[AGENT][NEUTRAL] Oh certainly it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect and do you have a reference number for the call?
[AGENT][NEUTRAL] We do not use reference numbers you can use my.
[AGENT][NEUTRAL] And in today's date. My last initial is [PII]. Anything else I can help you with, please? Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you so much for calling AP. I hope you have a great week. Thank you.
[CUSTOMER][NEUTRAL] Same to you bye bye.