AccountId: 011433970860
ContactId: bec256d2-0f4a-4064-ada3-615f7fa13b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146449 ms
Total Talk Time (AGENT): 77547 ms
Total Talk Time (CUSTOMER): 49980 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/bec256d2-0f4a-4064-ada3-615f7fa13b32_20250203T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I'm calling from Doctor [PII]'s office. I need to go over benefits for a patient, please.
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] It's [PII], that's [PII]
[AGENT][NEUTRAL] OK. And you're checking eligibility and benefits in a doctor's office?
[CUSTOMER][NEUTRAL] Yes, for a gap this is a gap plan.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, so I need to go with benefits, mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I was just trying to determine the location so it isn't a physician's office?
[CUSTOMER][NEUTRAL] It is, yes.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02584250 ML 8.
[AGENT][NEUTRAL] Your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Showing an effective date of [PII] policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And under this policy, the physician visit fee is not covered. Um, there is a treatment rider under the policy for any covered services during the visit. If you would like that benefit, I can provide that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so if there's covered treatment performed in the office, the benefit is up to $500.
[AGENT][NEUTRAL] That's per calendar.
[CUSTOMER][NEUTRAL] Is that per day?
[AGENT][NEUTRAL] That's per calendar day.
[AGENT][NEUTRAL] And the information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] And any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's all, so it only pays up to $500 per day for any procedures rendered in the office.
[AGENT][NEUTRAL] Mhm. Covered treatment in the office and the physician visit fee is not covered.
[CUSTOMER][NEUTRAL] OK, so cover treatment done in the office up to $500 per day. OK, great, um, may I have a reference number?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference T as in Tom, O N Y A, first initial last name.
[CUSTOMER][NEUTRAL] What's your name again?
[AGENT][NEUTRAL] [PII], it's pronounced [PII]. First initial of my last name is [PII]. Any other questions?
[CUSTOMER][POSITIVE] OK, no, that's all, thank you. All right, bye bye. Thank you, bye.
[AGENT][POSITIVE] You're welcome, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Welcome bye.