AccountId: 011433970860
ContactId: dc9e182d-e50a-445c-b2b4-965312663bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113010 ms
Total Talk Time (AGENT): 59219 ms
Total Talk Time (CUSTOMER): 37569 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/dc9e182d-e50a-445c-b2b4-965312663bdf_20250123T22:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office. I need to go with benefits for a patient has an appointment tomorrow.
[AGENT][POSITIVE] Alright, I'm happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's 01845863 ML 8.
[AGENT][POSITIVE] Alright thank you so much let me pull this up here.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] So if she were to do a procedure in the office, would the procedure be covered?
[AGENT][POSITIVE] Yes, office treatment is covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So office treatment is covered.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me put that because my, my, um, coworker called and said that it was only good for hospital.
[AGENT][NEUTRAL] Mm, it should be.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Outpatient, yeah, I mean, just falls under the only exclusions sometimes are just the actual office visit fee, but as far as like the treatment, I've never seen it where it's not considered covered.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK, so let me have a reference number for the call, thank you.
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye.