AccountId: 011433970860
ContactId: e703d006-43b9-41cd-b0a1-ddb356c76f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120230 ms
Total Talk Time (AGENT): 41029 ms
Total Talk Time (CUSTOMER): 49000 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/e703d006-43b9-41cd-b0a1-ddb356c76f3f_20250430T13:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is a provider's office trying to get benefits on a patient please.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and that's [PII]?
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do 01662293.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It looks like his policy is effective [PII]. It's currently active, and is this gonna be for outpatient services?
[CUSTOMER][NEUTRAL] Uh, it's for an office visit, um, with the specialist office visit, looks like he has Blue Cross Blue Shield as primary insurance. He just gave this as a secondary.
[AGENT][NEUTRAL] OK, uh, let me pull up this policy.
[AGENT][NEUTRAL] This is not a guarantee of payment, just a basic outline of the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for this policy, it covers outpatient like hospital benefits up to 5000 per calendar year. It won't cover it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not for regular hos or regular office visits then.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] OK, that's perfect. That's what I needed, uh, take it out of the tree. I appreciate your help. Could I get a reference for that please?
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome, have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You bet. Bye bye bye.