AccountId: 011433970860
ContactId: e955425d-01e9-4595-b089-a050617eb049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111519 ms
Total Talk Time (AGENT): 55399 ms
Total Talk Time (CUSTOMER): 33438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/e955425d-01e9-4595-b089-a050617eb049_20250411T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling to verify a patient's benefits for a specialist office visit.
[AGENT][NEUTRAL] OK, I'm happy to check on benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] I have it with 02497659 M as in Michael, L as in Larry 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is going to be [PII]. We are the members uh secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Um, including in, uh, specialist office visit.
[AGENT][NEUTRAL] Let me see if it covers office visit fees. Some of them do, some of them don't. Let's see.
[AGENT][NEUTRAL] So it's not gonna cover the copay for the office visit, it's just gonna cover any sort of treatment in office, it looks like.
[CUSTOMER][NEUTRAL] Oh, just not the office is there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much and I'm sorry, can I get a reference number?
[AGENT][NEUTRAL] No, no problem. Call references my name with my last initials in today's date. My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.