AccountId: 011433970860
ContactId: d310a9ec-0ef4-4451-8795-bcf74817aebf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217199 ms
Total Talk Time (AGENT): 83677 ms
Total Talk Time (CUSTOMER): 123848 ms
Interruptions: 5
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d310a9ec-0ef4-4451-8795-bcf74817aebf_20250317T19:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from [PII] ENT. A good callback number for me is [PII]. I'm calling in regards to a patient. I need to know what their benefits are.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02300110 M for Mary, L for Lima, and the number 8.
[CUSTOMER][NEUTRAL] Maybe you have a $50 copay.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, I need to know what's covered in our specialist office.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, I can help you with that. So it's an office visit?
[CUSTOMER][NEUTRAL] Thank you. Office visit and if they do any office procedure inside, I would need to know if they're both covered.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Office visit.
[AGENT][NEUTRAL] For a specialist, we pay $50 per office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because a non-specialist would be 25, 4 times per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Has any been used out of that?
[AGENT][NEUTRAL] Hold on just a moment, I'll check. Let me give you the other benefits real quick.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Don't have to go back and forth.
[AGENT][NEUTRAL] I'm sorry. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] My computer just stopped.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] To a telephone ok see.
[CUSTOMER][NEUTRAL] See pero aotecuregata sincuenta do the medicine so no craque la mejo papooteen sincuenta.
[AGENT][NEUTRAL] OK, the services in the doctor's office, it would fall under the outpatient benefit.
[CUSTOMER][NEUTRAL] set up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And we pay um up to 7900 per calendar year depending on what her major medical applies to her deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me check on those office visits for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], you can put your name here. I'll put your date of birth here because I don't see you on the schedule, OK? Yeah, OK.
[AGENT][NEUTRAL] They have not had any office visits for this year.
[CUSTOMER][NEUTRAL] Alrighty perfect and office well office procedures is fine because I doubt they made 7900. Alright, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] and can I have a callback number please?
[AGENT][NEUTRAL] A call back call reference. We don't have we don't have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] I mean not a callback number, reference number I'm sorry.
[CUSTOMER][POSITIVE] [PII] alrighty perfect thank you so much for your help. Hope you have a great rest of the day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.