AccountId: 011433970860
ContactId: c337b70a-c8ae-4192-8e73-d5fb0d397760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119400 ms
Total Talk Time (AGENT): 65847 ms
Total Talk Time (CUSTOMER): 30401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/c337b70a-c8ae-4192-8e73-d5fb0d397760_20241231T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to verify coverage and benefits on a member, please.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII] calling from Ort the Lone Star.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected and like.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02486626
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And so junior dependence, OK, OK, thank you. And you said you need eligibility and benefits and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Uh, medical office specialist office visit.
[AGENT][NEUTRAL] Office
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Thank you. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with this one, we cover the office treatments, any procedures done in the office, but we do not cover the office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The office treatment is subject to the outpatient maximum, which is 4000 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's all I need. I appreciate it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Oh, good.
[AGENT][NEUTRAL] Goodbye.