AccountId: 011433970860
ContactId: ae310873-a645-4ffd-8a39-1a2f327ce30e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123839 ms
Total Talk Time (AGENT): 49774 ms
Total Talk Time (CUSTOMER): 61731 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ae310873-a645-4ffd-8a39-1a2f327ce30e_20250401T14:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit also for procedures done in office setting.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02587814 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show for office visit that would fall under the outpatient. The per day maximum is $3000. Now that does only cover the treatment and procedures that does not include the copay associated with the physician's charges.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect, uh, only.
[CUSTOMER][NEUTRAL] For procedures up to.
[AGENT][NEUTRAL] $3000 per day.
[CUSTOMER][NEUTRAL] 1 to $3000 per day per day.
[CUSTOMER][NEUTRAL] Thank you [PII] and the accumulate uh is for day I don't think so. She should spend 2000 a day. Can I have a reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No thank you [PII] for your help I appreciate it have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.