AccountId: 011433970860
ContactId: de1c44ac-0df1-4acd-ab3a-4d70094ae470
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242190 ms
Total Talk Time (AGENT): 108411 ms
Total Talk Time (CUSTOMER): 60090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/de1c44ac-0df1-4acd-ab3a-4d70094ae470_20250514T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say your name is [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have your initial?
[AGENT][NEUTRAL] My last initial is A.
[CUSTOMER][NEUTRAL] Thank you, sorry. Uh my name is [PII]. I'm calling from a provider's office and I would just like to get benefit information for one of our patients.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I can help you with benefits, Ms. [PII]. What is your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what's the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Uh, endocrinology associates.
[AGENT][NEUTRAL] OK, and then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02501367. Name is [PII], [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] OK, I do show that uh [PII] does have an active policy, and the effective date is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The effective date for her, I said was [PII], and this is to verify benefits. It's not a guarantee of payment. This is a supplemental insurance policy that's billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] She has an
[CUSTOMER][NEUTRAL] Uh, is there a group number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The group number is 26,500.
[CUSTOMER][NEUTRAL] 26,500.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is specialist office visit covered?
[AGENT][NEUTRAL] And let me check and see if she has office visits on her plan.
[AGENT][NEUTRAL] Yes, she does have office visits on her plan and it falls under the outpatient benefit per calendar year.
[AGENT][NEUTRAL] And this is just to verify benefits. It's not a guarantee payment. She has a benefit every calendar year of $8000.
[CUSTOMER][NEUTRAL] What's the remaining as of today?
[AGENT][NEUTRAL] Let me look and see.
[AGENT][POSITIVE] For you real quick.
[AGENT][NEUTRAL] She's not used anything for the year of [PII].
[CUSTOMER][NEUTRAL] So she still have the full 8000.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, can I have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, that's all for today. Thank you so much, [PII].
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Take care. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.