AccountId: 011433970860
ContactId: d9066a58-e89b-4913-ba20-83c2a9580f5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113680 ms
Total Talk Time (AGENT): 48479 ms
Total Talk Time (CUSTOMER): 60260 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/d9066a58-e89b-4913-ba20-83c2a9580f5d_20250423T13:47_UTC.wav
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[AGENT][NEUTRAL] For calling thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] Hi, good morning. I got a phone call with one of you about 2 minutes ago. I called to verify benefits, but I forgot to get a couple of information.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm calling from the providers actually to check benefits. I'm sorry, and I wanna know if you guys pick up on the copays. Sorry, yes, my name is [PII] last name initial [PII].
[AGENT][NEUTRAL] Can I have your name and a callback number?
[AGENT][NEUTRAL] Could you spell your name?
[CUSTOMER][NEUTRAL] My callback number is [PII] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I apologize, what's your call back number and the policy number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] And the patient's policy number is 2357655.
[AGENT][NEUTRAL] Thank you [PII]. So what is that member's name and date of birth that you're calling to verify benefits for?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] You're calling to verify if the policy covers office visits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it does not cover office visits, however, it does cover the treatment received in the office, which falls under his outpatient benefits of $750 per calendar day, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, and she hasn't used any of of the benefit of the $750 OK.
[AGENT][NEUTRAL] It's per day.
[AGENT][NEUTRAL] Per day. It's $750 per day.
[CUSTOMER][NEUTRAL] So she pays her co-pay.
[CUSTOMER][POSITIVE] Fantastic, thank you very much for your help. That was a question I missed to ask when I first called.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Don't worry, that's why we're here for you to call and ask questions. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I appreciate it. Thank you, you too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.