AccountId: 011433970860
ContactId: d6516dfc-372a-4975-bb8d-b52bbbccf687
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162750 ms
Total Talk Time (AGENT): 75011 ms
Total Talk Time (CUSTOMER): 46361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d6516dfc-372a-4975-bb8d-b52bbbccf687_20250430T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from Southwest Cardiac. I need to request, um, our check benefits for a patient, please.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry I missed your name. It cut out.
[AGENT][NEUTRAL] It's OK, no problem. My name is [PII] last initial [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02275146.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then you say you need benefits and this is gonna be for a specialist?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see for an office visit specialist or PCP we cover $75 per visit, maximum of 6 visits per cover person per calendar year, and this is an indemnity amount, so that's a flat amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you tell me if she's used any yet this year?
[AGENT][POSITIVE] Mm sure, yeah, I can check for you.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so she still has all 6 available.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and I think that is it um do you do reference numbers?
[AGENT][NEUTRAL] We don't. You can use my name in today state if you will, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that was it thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.