AccountId: 011433970860
ContactId: cbde7bf2-f303-4d76-9bee-cedb73792ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349000 ms
Total Talk Time (AGENT): 124350 ms
Total Talk Time (CUSTOMER): 120314 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/cbde7bf2-f303-4d76-9bee-cedb73792ff0_20250409T19:50_UTC.wav
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[AGENT][NEUTRAL] Hello, how may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was just calling to see, um, to verify the my insurance covers, um.
[CUSTOMER][NEUTRAL] The coverage for uh the, the billing code of uh medical nutrition therapy.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Can I have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number for mine, correct?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So my policy number policy number is 02584980.
[AGENT][NEUTRAL] Could you verify your full name, mailing address, and your date of birth?
[CUSTOMER][POSITIVE] Yes, [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Well, give me your, the numbers of your mailing address again.
[CUSTOMER][NEUTRAL] The number [PII].
[AGENT][NEUTRAL] OK, thank you, and what is the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Um, it should be, uh, [PII].
[AGENT][POSITIVE] Thank you and the callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling to verify if you have coverage for what type of service?
[CUSTOMER][NEUTRAL] Sorry, can you say again? I'm sorry.
[AGENT][NEUTRAL] You're calling to verify what type of services?
[CUSTOMER][NEUTRAL] Uh, for the medical nutrition therapy.
[AGENT][NEUTRAL] So you have an office visit rider of $125 per visit up to 5 visits per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So my doctor was trying to refer me to this um.
[CUSTOMER][NEUTRAL] To the medical nutrition therapy and I got a message from them saying that they do not verify insurance at their office, and they wanted me to verify um
[CUSTOMER][NEUTRAL] Uh, through here.
[AGENT][NEUTRAL] OK, so let me transfer you to the correct queue so they can better explain your benefits to you, OK? If you don't mind.
[CUSTOMER][POSITIVE] My, my apologies. Thank you so much.
[AGENT][NEUTRAL] Do you mind holding?
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL and hold one moment.
[CUSTOMER][POSITIVE] I don't mind at all, but thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], how are you doing? I have an insured on the phone. He's calling to verify his benefits on the HI now he called about an office visit, but this is for, it's for a nutrition office visit, so I gave the benefits of the office visit, but then he wanted to verify if it was if a nutrition physician was covered under the policy, so I can only read the read the benefits and tell him that office visits are covered at a certain amount and how many visits per calendar year.
[CUSTOMER][NEUTRAL] Right, and that's what that's all I can give him too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, isn't it? I mean, it don't matter what kind of offices if it's an office visit, right?
[AGENT][POSITIVE] Right. Right. Mhm. That is correct.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] OK, well, um, you can, what's his policy number?
[AGENT][NEUTRAL] Yeah, so I told him that if he wanted further assistance, I will send him to the cube that better assist him with this policy. It is 258-4980. That's 258-4980. His name is [PII], and I'm not gonna try to pronounce his last name.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yo, that is a hard one. OK, yeah, you can go ahead and put him he's all verified and everything.
[AGENT][NEUTRAL] Alrighty, so I'll verify this information mail, mailing address, all of that callback number is [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much. I appreciate you. You can put him through and I'll tell him the same thing you told him.
[AGENT][POSITIVE] You're welcome. Have a good day.
[AGENT][POSITIVE] All righty. I'm gonna send them over to you. Thank you, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you. Bye bye.
[AGENT][POSITIVE] Hello Mr. [PII], so I'm gonna leave you with [PII]. She's gonna better assist you. Thanks for calling APL and have a good day.