AccountId: 011433970860
ContactId: e7a03ef1-54da-46c7-aa6e-a7fcc61a86fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134759 ms
Total Talk Time (AGENT): 64910 ms
Total Talk Time (CUSTOMER): 44397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e7a03ef1-54da-46c7-aa6e-a7fcc61a86fc_20250326T16:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Urology Specialty care. I just want to get some benefits for a specialist office visit.
[AGENT][POSITIVE] Sure, [PII], I can assist you with that.
[AGENT][NEUTRAL] I have a callback number for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the policy number of the member that you're inquiring benefits for today?
[CUSTOMER][NEUTRAL] It is 01611832 ML 7.
[AGENT][NEUTRAL] But, could you verify that patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify specialist office is this correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[AGENT][NEUTRAL] Mm, so the member's policy has $1500 per calendar year for outpatient services and the treatment received in the office falls under his outpatient services of the $1500 per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. However, [PII], the office visit itself is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the procedures completed it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, has he used any of the 1500?
[AGENT][NEUTRAL] Not for [PII]. He still has it remaining.
[CUSTOMER][POSITIVE] Alright, perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And can I have your.
[CUSTOMER][NEUTRAL] Yeah, can I just have your name once again and a reference number?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], and today's date is a reference because unfortunately we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much for your help you have a great day.
[CUSTOMER][POSITIVE] No, that was all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.