AccountId: 011433970860
ContactId: c32771df-d315-4e74-87e0-7d679df20fb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153490 ms
Total Talk Time (AGENT): 55867 ms
Total Talk Time (CUSTOMER): 55425 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c32771df-d315-4e74-87e0-7d679df20fb9_20250321T14:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] What a coincidence. How are you this morning?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][NEUTRAL] I'm fine thank you. I'm calling to verify benefits on a patient that we have coming into our office this morning.
[AGENT][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, uh 01661549.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] 0 excuse me, [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to find out if there's a copay for primary or specialist or deductible applies.
[AGENT][NEUTRAL] OK, so this is for an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can look that up for you just a moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Office visits or anything done in the doctor's office is not covered.
[CUSTOMER][NEUTRAL] Not covered. OK. So is this like a hospital policy then?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] It pays for outpatient, inpatient, MRI diagnostic facilities.
[AGENT][NEUTRAL] Just not in the doctor's office.
[CUSTOMER][NEUTRAL] OK, even though the doctors are outpatient at an outpatient facility?
[AGENT][NEUTRAL] Uh, no, ma'am, it would not pay for the office visit.
[CUSTOMER][POSITIVE] OK. All right, then I do appreciate your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do you happen to have a call reference number for our call, [PII]?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name in today's state.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so very much.
[AGENT][POSITIVE] Thank you [PII] for calling IPO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.