AccountId: 011433970860
ContactId: b5332d01-9178-46a4-97b2-515921766a82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144570 ms
Total Talk Time (AGENT): 73011 ms
Total Talk Time (CUSTOMER): 64949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/b5332d01-9178-46a4-97b2-515921766a82_20250108T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lis. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a physician office to verify patients benefits.
[AGENT][NEUTRAL] OK, I can help you with that. [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK, policy number is going to be, I'm sorry, give me one second.
[CUSTOMER][NEUTRAL] 02022166 ML 8.
[AGENT][NEUTRAL] OK, can I get that one more time? I'm missing a number.
[CUSTOMER][NEUTRAL] Mhm 020221.
[CUSTOMER][NEUTRAL] 66 ML 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes mhm yes.
[AGENT][NEUTRAL] And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, a specialist office visit, I would like to also verify in office procedure and in office ultrasound.
[AGENT][NEUTRAL] Oh, OK. Please be advised verifying benefits is not guaranteed payment. I do show this policy has been effective since [PII]. It is still active. The office visit would not be covered. Procedures done in the office and diagnostic, uh, testing done in the office is paid up to $3500 a calendar year. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, so up to up to $3500 you say?
[AGENT][NEUTRAL] 3500 a calendar year, yes.
[CUSTOMER][NEUTRAL] OK, and how about for inpatient because she's coming because she's um for maternity care.
[AGENT][NEUTRAL] OK. For inpatient benefits, the policy has a separate $3500 calendar year max.
[CUSTOMER][POSITIVE] OK perfect alright no that would be all thank you so much. I just need the reference.
[AGENT][NEUTRAL] You're welcome. To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a nice day.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you