AccountId: 011433970860
ContactId: e7f2ec34-8202-41f7-9aa5-b69a9d4e5c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176789 ms
Total Talk Time (AGENT): 75910 ms
Total Talk Time (CUSTOMER): 38494 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e7f2ec34-8202-41f7-9aa5-b69a9d4e5c2e_20250429T12:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02345074
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and you were needing benefits?
[CUSTOMER][NEUTRAL] Yes, please, to see if it picks up anything.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Is this for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] It's a specialist office visit.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, this policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] What does it pick up?
[AGENT][NEUTRAL] It pays on outpatient and inpatient services, urgent care.
[CUSTOMER][NEUTRAL] And what does it cover their max?
[AGENT][NEUTRAL] OK, any benefits given over the phone, not a guarantee of payment for outpatient, we would pay up to $250 per occurrence.
[AGENT][NEUTRAL] For inpatient, we'd pay up to $500 per occurrence and it coordinates with the primary. Whatever the primary applies to their deductible, co-pay or co-insurance, we'll pick up to those amounts.
[CUSTOMER][NEUTRAL] OK, and you said it was 250?
[AGENT][NEUTRAL] 250 for outpatient, 500 for inpatient.
[AGENT][NEUTRAL] Office visits or anything done in a doctor's office is not covered.
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][POSITIVE] Thank you, [PII] for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.