AccountId: 011433970860
ContactId: c18845fe-3dd5-4545-8353-29de047f43da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194360 ms
Total Talk Time (AGENT): 49167 ms
Total Talk Time (CUSTOMER): 57138 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c18845fe-3dd5-4545-8353-29de047f43da_20250416T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling from, uh, [PII]'s office, and I'm calling to try to get benefits on a patient please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, I do. It is 02513094.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I don't even wanna know
[AGENT][NEUTRAL] OK, and what kind of benefits are we looking for? Is this outpatient office is it or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, office visit, PCP.
[AGENT][NEUTRAL] This is not a guarantee of payment, basic outline of the policy. Uh, policies effective [PII] currently active.
[AGENT][NEUTRAL] Office visits.
[AGENT][NEUTRAL] Uh, it looks like they have a payout of $75 maximum.
[AGENT][NEUTRAL] And a max of 5 visits per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They will pay up to you guys will pay up to $75 per visit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, have they used all of their visits for this year or any visits?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't show anything's been used this year.
[CUSTOMER][NEUTRAL] OK, so they will owe anything over the $75 then?
[CUSTOMER][NEUTRAL] And is, is that the same for X-rays if we were to do an X-ray?
[AGENT][NEUTRAL] Um, let's see, so.
[AGENT][NEUTRAL] They do have a separate diagnostic testing benefit that pays out a max of $250.
[CUSTOMER][NEUTRAL] Have they used any of that this year?
[AGENT][NEUTRAL] Uh, no, nothing's been used.
[CUSTOMER][NEUTRAL] And all X-ray and I'm sorry, what was your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII], can I have a reference number for this call?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, thanks, bye.