AccountId: 011433970860
ContactId: bcf54c69-5721-4a37-8d2b-e1f78b14deb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335359 ms
Total Talk Time (AGENT): 109769 ms
Total Talk Time (CUSTOMER): 98557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/bcf54c69-5721-4a37-8d2b-e1f78b14deb9_20250401T13:28_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you [PII]. My name is [PII]. I'm calling from the doctor's office. I need to check benefits and eligibility for specialist office visit, um, procedures on an office setting, please.
[AGENT][POSITIVE] I'm sure [PII] and I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And one moment, please.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I'm still waiting on my system. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK, thanks again, [PII] for your patience. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01.
[CUSTOMER][NEUTRAL] 740494 ML 8.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And for services, for procedures provided in office, let's see.
[AGENT][NEUTRAL] OK. Actually, under this policy, services provided in office is not covered um unless it's for cancer treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, no, um, can you help me with another one please?
[AGENT][NEUTRAL] Um, yes, ma'am. One moment, please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] the new Netflix.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] OK, thanks again for your patience. I'm ready for the next policy number.
[CUSTOMER][NEUTRAL] Yes it is 02.
[CUSTOMER][NEUTRAL] 54, no, the other way, 0245.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 85 ML 8.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm showing the effective date on this policy was [PII]. The policy is still active. And is this also for office uh treatments and services provided in office? OK, let's see.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To be in I need to send a note.
[AGENT][NEUTRAL] OK. Office treatments is covered under this policy. We cover up to 3000 per calendar year for the co-insurance and the deductible after the um primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][POSITIVE] Perfect only.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] version
[CUSTOMER][NEUTRAL] Up to 3000 and the accumulation?
[AGENT][NEUTRAL] Um, so far, there's no accumulation. The full 3000 is available.
[CUSTOMER][POSITIVE] Perfect. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No thank you [PII] thank you so much for your help I appreciate it.
[AGENT][POSITIVE] Oh, no problem, [PII]. Thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.