AccountId: 011433970860
ContactId: cf903637-797c-47c5-9a2d-ef099bd540c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123589 ms
Total Talk Time (AGENT): 70051 ms
Total Talk Time (CUSTOMER): 38891 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/cf903637-797c-47c5-9a2d-ef099bd540c1_20250502T17:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to get benefits on a patient please.
[AGENT][NEUTRAL] OK, I could take benefits for you. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] what's the last four of our phone our phone number [PII].
[AGENT][NEUTRAL] Got it, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, 02292675.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And we really need to look at the inpatient or outpatient benefits for this member.
[CUSTOMER][NEUTRAL] Um, just a specialty office.
[AGENT][NEUTRAL] For an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims. uh, so under this policy office visits are not going to be covered, however, treatment received in office is.
[CUSTOMER][NEUTRAL] OK, OK, and what is your name?
[AGENT][NEUTRAL] So that's going to be under their outpatient benefit. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, what's your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] And a reference um number for this call please.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my last initial is [PII] Was there anything else I could help you with on that?
[CUSTOMER][POSITIVE] No, ma'am. You helped me. I appreciate it. Mhm.
[AGENT][POSITIVE] Alright, well thanks for calling APO yeah have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you, bye bye.