AccountId: 011433970860
ContactId: b712d3d4-bfda-46f6-b750-04d3f3196727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147119 ms
Total Talk Time (AGENT): 36420 ms
Total Talk Time (CUSTOMER): 95909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b712d3d4-bfda-46f6-b750-04d3f3196727_20250425T13:06_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is [PII]. I'm calling from urology specialist. I need to confirm benefits in one of your members for specialist office visit.
[AGENT][NEUTRAL] OK, I can help you [PII], did you say [PII]?
[CUSTOMER][NEUTRAL] Uh, yes. Do you need the member ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, his ID is let me see. I'll pay your benefit 02416803 letters ML8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mao and and.
[CUSTOMER][NEUTRAL] When your policy number?
[CUSTOMER][NEUTRAL] Uh, this one in the middle.
[CUSTOMER][NEGATIVE] OK, baa questado de pola visa queturiva er evenita de puejabarina que is a riva unone is so rea maloesa deo.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I'm showing an effective date of [PII]. Policy is active at this time, and then for an office visit, it doesn't cover an office visit, it's just inpatient and outpatient only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No cover only inpatient. OK, OK, perfect, thank you and and outpatient like what, what type of service outpatient?
[AGENT][NEUTRAL] And outpatient.
[AGENT][NEUTRAL] Emergency room, hospital, diagnostic testing.
[CUSTOMER][NEUTRAL] Emergency room hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no, and no any other, um, procedures in the, in the office, right? Like any ultrasound done in the, in the office?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Not under this policy.
[CUSTOMER][NEUTRAL] He's responsible for the $60. OK, thank you. Have a great day.
[AGENT][NEUTRAL] Yeah, we do not determine patients responsibility.