AccountId: 011433970860
ContactId: b966592d-178d-4872-9408-7b42420d66bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144529 ms
Total Talk Time (AGENT): 72560 ms
Total Talk Time (CUSTOMER): 58404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b966592d-178d-4872-9408-7b42420d66bc_20250409T20:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits for a patient for specialist office visit.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what's the name of the provider?
[CUSTOMER][NEUTRAL] South Florida A&T Associates.
[AGENT][NEUTRAL] OK, thank you. All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's um 02361159.
[AGENT][NEUTRAL] All right, thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right, let me look at his benefits. 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.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plan to the major medical. With this one, we do not cover the office visit, but we do cover the office procedures or treatment, and this one is subject to the outpatient maximum which is 1000 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1000 per day for procedures and treatment, right? Done in the office.
[AGENT][POSITIVE] Correct. That is correct.
[CUSTOMER][NEUTRAL] OK. And your name is?
[AGENT][NEUTRAL] My name is So that's [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it and the reference number, the name and the date, right?
[AGENT][NEUTRAL] My name in today's date, yes. Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII]. Good afternoon.
[CUSTOMER][POSITIVE] Thank