AccountId: 011433970860
ContactId: e631a000-a0fa-42f2-b3ff-c53ac993ab29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190419 ms
Total Talk Time (AGENT): 78408 ms
Total Talk Time (CUSTOMER): 42245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e631a000-a0fa-42f2-b3ff-c53ac993ab29_20250103T14:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling to verify it's an eligibility.
[AGENT][NEUTRAL] You're calling to verify eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Spell that for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you for that. What's the policy number?
[CUSTOMER][NEUTRAL] 02064008
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], that's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] All right, and we're just checking.
[AGENT][NEUTRAL] The eligibility dates for [PII]?
[CUSTOMER][POSITIVE] Yes, and benefits if possible.
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for [PII], I'm showing the effective date of [PII].
[AGENT][NEUTRAL] Policy is active at this time.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So the physician outpatient treatment benefit rider covers up to $25 per visit.
[AGENT][NEUTRAL] Um, a maximum of 4 visits per calendar year per covered person, and then there's a max of 8 visits per calendar year for all covered persons combined. Of course, the information provided is verification, not a guarantee of payment. I don't show any visits for [PII], but let me check the family.
[AGENT][NEGATIVE] Nothing for the family for this year at this time.
[CUSTOMER][NEUTRAL] OK, no problem. And um does this cover the copay?
[AGENT][NEUTRAL] Up to $25 per visit.
[AGENT][NEUTRAL] That's the maximum for the physician's co-pay and or any treatment that may be done in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Awesome. Thank you very much.
[AGENT][NEUTRAL] All right. Anything else, [PII], I can help out with today?
[CUSTOMER][POSITIVE] No, that would be it for today. Thank you so much.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] And it's crazy.