AccountId: 011433970860
ContactId: c5572dd2-e869-43ea-bce2-d643e93e8609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133210 ms
Total Talk Time (AGENT): 69159 ms
Total Talk Time (CUSTOMER): 51720 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c5572dd2-e869-43ea-bce2-d643e93e8609_20250611T19:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Last name [PII]. I'm calling from a provider's office in regards to mutual patients benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK [PII] and policy number 02255738M for [PII] [PII] for [PII] 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, the coverage for specialist office visit, outpatient procedure.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The outpatient procedure is going to be in a specialist's office or outpatient facility.
[CUSTOMER][NEUTRAL] It's gonna be in the specialist office setting.
[AGENT][NEUTRAL] OK, um, so this policy doesn't have any coverage for the office setting. Um, I was looking to see if they had the office treatment right or where the treatment could possibly be covered, but that's not on here either, so it's just inpatient after admission and then outpatient, um, like urgent care, emergency outpatient facilities.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, it's not in a facility, OK.
[CUSTOMER][POSITIVE] For office setting. OK, perfect, thank you so much. Can I have a reference number please?
[AGENT][NEUTRAL] Sure. So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII] like [PII], and again, my name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your time you have a great afternoon.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.