AccountId: 011433970860
ContactId: d29c57c4-4213-4cdb-ad64-951061917e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260970 ms
Total Talk Time (AGENT): 95735 ms
Total Talk Time (CUSTOMER): 78815 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d29c57c4-4213-4cdb-ad64-951061917e35_20250109T17:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Tri City Digestive Health. I am trying to get specialist office visit benefits for a patient. I hope I picked the right.
[CUSTOMER][NEUTRAL] Um, number.
[AGENT][POSITIVE] Yes, ma'am. Do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I don't they only gave me their medical card that has the preventative services.
[CUSTOMER][NEUTRAL] On it
[AGENT][NEUTRAL] OK. Do you have her social?
[CUSTOMER][NEUTRAL] Um, let me see if I can get the social from the wife. Hold on one second.
[CUSTOMER][NEUTRAL] [PII], are you [PII]? Can I get your social?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is this, you said this is for medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And who's the patient?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] Thank you, Me, and you were just needing specialized office visit benefits?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. The policy number, I can give that to you. The policy number is 02.
[CUSTOMER][POSITIVE] That would be amazing.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 555.
[AGENT][NEUTRAL] 698.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Great, do they have a group number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 70073.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] We pay for specialist office visit, we pay $100 per office visit up to 4 times per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um can you give me a mailing address for claims?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Since they don't have a card.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 2,489,500.
[AGENT][NEUTRAL] Hold on just a moment. This is one that goes to.
[AGENT][NEUTRAL] I'm sorry, let me give you the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna go to IMA.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then do you have a payer ID by chance?
[AGENT][NEUTRAL] Let's see what the pay ID for them is.
[AGENT][NEUTRAL] 645-56.
[CUSTOMER][POSITIVE] Great thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. You've been amazing.
[AGENT][POSITIVE] Thank you. You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.