AccountId: 011433970860
ContactId: bc02a5e3-4355-421b-95d5-ed008a54ad4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140860 ms
Total Talk Time (AGENT): 60610 ms
Total Talk Time (CUSTOMER): 45440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bc02a5e3-4355-421b-95d5-ed008a54ad4a_20250506T13:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from urology specialty care calling to verify patients benefits.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII]. Can I have a policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] Yes, it is 02512946.
[AGENT][NEUTRAL] And what is this member's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] [PII] last name [PII] Date of birth [PII].
[AGENT][NEUTRAL] And [PII], you're calling to verify eligibility and benefits for outpatient services.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It doesn't cover office visits correct?
[AGENT][POSITIVE] Bear with me, I'm pulling up the benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, is it for cancer or is it just a regular office visit?
[CUSTOMER][NEUTRAL] Mm this is for a specialist.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] So it doesn't cover the, the office visit itself. However, the procedures done in the office falls under the outpatient benefits of $500 per calendar day. This is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have your name and a reference number please?
[AGENT][NEUTRAL] [PII], and today's date is the reference and unfortunately, we don't provide reference numbers.
[CUSTOMER][POSITIVE] No worries, thank you very much for your help you have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Mhm hm.
[CUSTOMER][NEUTRAL] You too.