AccountId: 011433970860
ContactId: ac437f3d-80bb-41c5-912e-98c79793c3b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159919 ms
Total Talk Time (AGENT): 88049 ms
Total Talk Time (CUSTOMER): 44161 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/ac437f3d-80bb-41c5-912e-98c79793c3b8_20250513T18:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm calling from a physician office to verify a patient's benefits.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Bidra and the Group Holding.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's 01611665 ML 8.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And it's gonna be a specialist office.
[AGENT][NEUTRAL] Auto setting.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, the effective date of the policy is [PII]. It is active and this is a secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And we have an outpatient benefit of 1500 per covered person per calendar year. And this includes office treatments. Um, let me check and see if it includes the visit, bear with me.
[AGENT][NEUTRAL] OK, so this one doesn't include the office visit. It's only for office procedures or office treatments only.
[CUSTOMER][NEUTRAL] Alright, um, it would be the same amount in case that, um, she had like something done in hospital like in patient?
[AGENT][NEUTRAL] Yes, it's the same benefit. It's part of that same benefit. Mhm.
[CUSTOMER][POSITIVE] Mm perfect. So office visit and the cover. OK, great, thank you so much, and that would be all. May I have your name again and the reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]'s [PII], and we don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Thank you so much so have a nice day.
[AGENT][POSITIVE] You as well and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah