AccountId: 011433970860
ContactId: e15636ba-2421-4895-88ac-8ceb82286d58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184500 ms
Total Talk Time (AGENT): 94253 ms
Total Talk Time (CUSTOMER): 75227 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e15636ba-2421-4895-88ac-8ceb82286d58_20250428T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a doctor's office. I need to get uh benefits on a patient. We're an OBGYN.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well, I'll be more than happy to assist you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, um, my phone number is [PII].
[AGENT][NEUTRAL] OK, and the member's policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 01415536.
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been effective since [PII].
[AGENT][NEUTRAL] And let me pull up the member's benefits. Hold on one moment.
[AGENT][NEUTRAL] So the policy itself doesn't have any coverage for the office setting. It's really inpatient and like outpatient facilities, but um under outpatient, we do have the office treatment rider. So any treatment in the office could be covered up to the $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Now what do you mean treatment like any inpatient surgeries?
[AGENT][NEUTRAL] Mm, not impatient.
[CUSTOMER][NEUTRAL] I mean, I like, uh, I mean not outpatient like in any in office surgery.
[AGENT][NEUTRAL] Right. Anything done in office, surgeries, um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] I don't know, testing, anything that that's treatment that's done in the office, the office treatment rider covers up to $500 as long as it's not cosmetic.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK, can I, that's it.
[AGENT][NEUTRAL] Mhm. Um, that's the only benefit for, yeah, because the policy is only broken up like outpatient or inpatient.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I got you. What, what's, can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] And I'm like they fixing pool. I'm about to get excited there.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that'd be all.
[AGENT][POSITIVE] All right, thanks for calling [PII]. I hope you have a good day. Bye-bye.
[CUSTOMER][POSITIVE] OK thank you OK bye bye.