AccountId: 011433970860
ContactId: c985820a-5493-4d0d-a7c5-47b861796b7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138750 ms
Total Talk Time (AGENT): 46729 ms
Total Talk Time (CUSTOMER): 47158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/c985820a-5493-4d0d-a7c5-47b861796b7e_20250402T14:07_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]. I'm calling from from cardiovascular medicine Associates, and I'm trying to verify benefits for a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with uh benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 80092.
[CUSTOMER][NEUTRAL] Oh wait, that's the group number. The, uh, you want the outpatient benefits sir uh um 02549577 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, it's not a guarantee of payment based outline of the policy. It shows she is active 9-1-2024 and current.
[AGENT][NEUTRAL] And you said outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh, for she's in the, uh, excuse me, she she's in the specialist office and I need to know if you guys cover um her co-payments or her co-insurances and stuff.
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] Um, she has a $3000 calendar per calendar day benefit.
[AGENT][NEUTRAL] It will cover treatment and procedures performed in the office, just not the actual office visit copay.
[CUSTOMER][NEUTRAL] OK, that's what I got. Thank you. Can I have a reference number? Oh, has she used anything towards your 3000?
[AGENT][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, she's not used to anything.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, Ms. [PII]. Can I have a uh car reference number?
[AGENT][NEUTRAL] Call reference number will be my name, [PII], and then first initial last name, [PII], today's date. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you. Thank you very much for all your help. I hope you have a great rest of your day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.