AccountId: 011433970860
ContactId: d9abbe21-d56b-4b84-8551-8b9b799bc16b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238350 ms
Total Talk Time (AGENT): 100644 ms
Total Talk Time (CUSTOMER): 58001 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d9abbe21-d56b-4b84-8551-8b9b799bc16b_20250521T18:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Sorry, what's your name? Your name is [PII].
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Thank you, So and what's your initial?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. I'm calling from Doctor [PII]'s office. I would just like to get um benefit information for one of our patients.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. And how do you spell your name, [PII]?
[CUSTOMER][NEUTRAL] [PII] is my initial.
[AGENT][POSITIVE] OK, thank you. And may I have a callback number just in case we get disconnected [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02549483.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. All right. And you said you need benefits and this is for office visit or office procedures?
[CUSTOMER][NEUTRAL] Uh, specialist office visit. Is it covered?
[AGENT][NEUTRAL] Uh, let me check and make sure. Um, there's some that do, there's some that don't. So let me check on this one. And this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, for this one, let's see. OK, so this one only covers the treatment in the office. It doesn't cover the office visit, it will only cover treatments and this is subject to the outpatient maximum which is 6000.
[AGENT][NEUTRAL] Per covered person per calendar year.
[CUSTOMER][NEUTRAL] Um, what's the accumulation as of today with that $6000?
[AGENT][NEUTRAL] OK, let me check on that one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, as of today, oh, I have to add this. OK, bear with me just a second. I have to add this together. She has to use some of it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so as of today, she has used $1,373.45.
[CUSTOMER][NEUTRAL] 1373.45.
[AGENT][NEUTRAL] 1373.45. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, all right, that's all. And the reference number, can I have it?
[AGENT][NEUTRAL] We don't, we don't have reference numbers. You can use my name in today's date if you will. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, that's all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.