AccountId: 011433970860
ContactId: dd5ac11a-f829-47d8-98a5-bb0c9ed0d686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124769 ms
Total Talk Time (AGENT): 45539 ms
Total Talk Time (CUSTOMER): 65002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/dd5ac11a-f829-47d8-98a5-bb0c9ed0d686_20250623T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am just calling to verify um if we are in network with the patients plan.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. That's spelled [PII]. Last initial is [PII].
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] 02640638
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I show his policy looks like it just became effective [PII] of this year, and we don't have a network.
[CUSTOMER][NEUTRAL] Mhm, uh, OK. So it's, I mean,
[CUSTOMER][NEUTRAL] OK, so no network. So do you just um cover up to, I mean cover for the office visit? Oh sorry, just to verify the benefits I got earlier, um, this for office visit, I mean specialist office visit also surgery done in the office.
[AGENT][NEUTRAL] OK, not a guarantee of payment, just a verification coverage. For an office visit, the max payable is up to $100 per day, and they have a total of 4 visits per year for surgery, they have a benefit of
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Up to $250 and it's up to $2 per year.
[CUSTOMER][POSITIVE] Yep, OK, alright, thank you for that. Um, I just let them know that you did have um network, but anyway, thank you for answering the call. Have a great day bye.
[AGENT][POSITIVE] Alright, you're welcome. You too, bye.
[CUSTOMER][NEUTRAL] Oh yeah.