AccountId: 011433970860
ContactId: c0d0c52f-ecc9-4302-8106-f722ce796f5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145869 ms
Total Talk Time (AGENT): 50854 ms
Total Talk Time (CUSTOMER): 67302 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/c0d0c52f-ecc9-4302-8106-f722ce796f5e_20250508T20:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] at Doctor Singer's office. Are you able to tell me if a patient has any coverage in, in the doctor's office versus hospital?
[AGENT][POSITIVE] Uh, yes, I can help you with benefits. Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] And I'm sorry, what doctor's office was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do, um, do you want the inpatient one or the outpatient one?
[AGENT][NEUTRAL] Uh, either one works.
[CUSTOMER][NEUTRAL] OK. 01892835 ML 8.
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII] with an [PII] at the end [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you were checking on office visit benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, well, he had a procedure done in the office, so I don't even know if he, I know you guys don't cover the copays for the office visit, but I'm not sure about a procedure done in the office.
[AGENT][NEUTRAL] OK, let me get that policy pulled up and we'll check.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of coverage, just a basic outline of the policy.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, so yes, it looks like he's got a benefit of $7500 per calendar year payable, and that's gonna uh include treatments and procedures performed in office, just not the office visit itself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great so just the office visits, that's not covered, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Alright, alright, um, and if I mail it in with the primary pay because obviously this is a secondary, um, is the PO box on the card the correct one?
[AGENT][NEUTRAL] Yes, 248,950.
[CUSTOMER][POSITIVE] Yeah, that's it. OK, alright, I'll send that. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.