AccountId: 011433970860
ContactId: dfdf2703-d0e4-4d67-bd52-f5e30a25ed73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181839 ms
Total Talk Time (AGENT): 78335 ms
Total Talk Time (CUSTOMER): 58115 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/dfdf2703-d0e4-4d67-bd52-f5e30a25ed73_20250516T15:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, so, this is [PII]. I'm calling from South Florida ENT. I am calling regarding a mutual patient that just provided me with his gap insurance. I needed to know what his benefits are.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Thank you, it's OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 026 06941.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And you said you need benefit information and this is for a specialist, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to know if office visits are covered if office um procedures are covered.
[AGENT][NEUTRAL] OK. OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see, we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we do cover the office procedures. Let me check and see if we cover office visits.
[AGENT][NEUTRAL] OK, now, it's only gonna be for office procedures and this is subject to the outpatient maximum which is 8700 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, and can you let me know if any of that has been used?
[AGENT][NEUTRAL] I can check for you. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, as of today for [PII], he has not used his benefits, so he still have the full amount available.
[CUSTOMER][NEUTRAL] Perfect, so can I please have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that's all I needed thank you so much for your help. I hope you have a great rest of the day.
[AGENT][POSITIVE] You're welcome, Ms [PII] and thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.