AccountId: 011433970860
ContactId: d6ce306f-4971-40c2-bac9-45fda7e33efd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150410 ms
Total Talk Time (AGENT): 59536 ms
Total Talk Time (CUSTOMER): 42266 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d6ce306f-4971-40c2-bac9-45fda7e33efd_20250417T12:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from provider office looking for eligibility and benefit for the patient.
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] From doctor's office.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 00750494.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII]. I have that information for you. The effective date is [PII].
[AGENT][NEUTRAL] This policy is active at this time.
[AGENT][NEUTRAL] And the maximum office visit benefit?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I need only the deductible remaining, how much the deductible remaining.
[AGENT][NEUTRAL] There's no deductible under this policy.
[CUSTOMER][NEUTRAL] OK. And is there any coincidence?
[AGENT][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] Just pays a certain benefit for an office visit.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Can you please provide me the
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] Yeah, specialist uh co-pay amount for office visit.
[AGENT][NEUTRAL] OK, it's not considered a copay, it's just the benefit under the policy, and I'm looking for that for you one moment.
[AGENT][NEUTRAL] So the maximum outpatient benefit is up to $25 per day and a maximum of $5.
[AGENT][NEUTRAL] Days per calendar year per covered person and I'll check to see if any of those have been used.
[AGENT][NEUTRAL] OK, I don't show any of the benefits used at this time.
[CUSTOMER][POSITIVE] OK. Thank you for your assist. That's all that the information I need today. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Uh, and anything provided today is verification, not a guarantee of payment, [PII], and thanks for calling APL. Have a good day.