AccountId: 011433970860
ContactId: bbdb1f6e-fcea-40dd-9ed5-b688474ace29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215589 ms
Total Talk Time (AGENT): 99444 ms
Total Talk Time (CUSTOMER): 38222 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/bbdb1f6e-fcea-40dd-9ed5-b688474ace29_20250224T16:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you this is
[CUSTOMER][NEUTRAL] Good morning. I'm calling to verify benefits for a patient, please.
[AGENT][POSITIVE] Sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Mr. one?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 2502625
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Alright, and what type of services you under for benefits?
[CUSTOMER][NEUTRAL] For a specialist office visit, does this insurance cover the copays?
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] Alright, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just the verification of coverage and that's just a disclaimer, um.
[AGENT][NEUTRAL] Yeah it looks like it does cover a small amount. Let me go ahead and put that amount.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, it's gonna be a minute. I'm waiting on the benefits to pull up, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm still waiting. I'm sorry, it's taking a little bit.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, here it is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it looks like for a PCP we have $25 per visit up to 4 visits per year. For a specialist it's $50 per visit, maximum of 4 businesses that has combined benefits for PC and a specialist, so it's 4 business per person per calendar year.
[CUSTOMER][NEUTRAL] And has any been used?
[AGENT][NEUTRAL] I can check for you. Let's see.
[AGENT][NEUTRAL] As of today, they have not used their benefits, so she's, he still has all 4 available OK.
[CUSTOMER][NEUTRAL] OK great and your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Is there a reference number?
[AGENT][POSITIVE] We don't have reference numbers. You can use my name in today's date if you will. Is there anything else I may help you with today? You're welcome, Mr. You as well. Have a good week. Bye-bye.
[CUSTOMER][POSITIVE] OK great thank you so no that's it thank you have a good day.