AccountId: 011433970860
ContactId: d9138dd6-7557-45b0-9847-32f63d62ceba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152039 ms
Total Talk Time (AGENT): 79492 ms
Total Talk Time (CUSTOMER): 58570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d9138dd6-7557-45b0-9847-32f63d62ceba_20250513T14:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. I'm calling from Urology specialty care. I just need to get some benefits for a specialist office.
[AGENT][NEUTRAL] OK, well, I can verify benefits for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, policy number is.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 02216476 ML 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, ma'am. Um, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing an effective date of [PII], policy is active.
[AGENT][NEUTRAL] And under the policy, it does not cover office visits. He does have a a rider that covers treatment or uh procedures in the office for a sickness or an injury is outpatient, but the visit is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and it's.
[CUSTOMER][NEUTRAL] And it covers mhm.
[AGENT][POSITIVE] Go ahead, I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah, I was just gonna ask how much does it cover per year?
[AGENT][NEUTRAL] Um, see, not a guarantee of payment, just a verification of coverage. Um, for outpatient, the max benefit payable is up to $200 per calendar day of what primary applies towards deductible, co-pay, or co-insurance.
[CUSTOMER][NEUTRAL] OK, so just $200 per day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Does he have a set amount of visits that he can use or that's just per year that's uh.
[AGENT][NEUTRAL] Uh, that's a, it, that's just per calendar day. Uh, there's not a limit as far as per year, but it only covers treatment or procedures, not the visit.
[CUSTOMER][NEUTRAL] Yeah, yeah, understood, no worries um can I have your name once again and a reference number please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, my name is [PII], last initial [PII], and if you like, you may use my name at today's date as reference.
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], and thank you for calling APL bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.