AccountId: 011433970860
ContactId: eda7812a-7d42-40c0-a51a-769d4e9c41c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147210 ms
Total Talk Time (AGENT): 66759 ms
Total Talk Time (CUSTOMER): 64570 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/eda7812a-7d42-40c0-a51a-769d4e9c41c0_20250226T21:37_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I'm calling from Doctor [PII]'s office. I'm trying to get the benefit details for a patient.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes [PII], a callback number is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're requesting benefits for today?
[CUSTOMER][NEUTRAL] Of course it's 02474464 ML8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] You're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] For office visit specialist?
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] She is.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] The policy doesn't cover all diseases, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, so they don't have any sort of benefits for um.
[CUSTOMER][NEUTRAL] Office is in
[AGENT][NEUTRAL] No, ma'am. She doesn't have all this coverage. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then for um hospital inpatient, outpatient?
[AGENT][NEUTRAL] She has inpatient benefits of $5000 per calendar year and she has outpatient benefits of $5000 per calendar year and this is not a guaranteed benefits, just a disclaimer of the policies coverage.
[CUSTOMER][NEUTRAL] OK, and the hospital inpatient, the 5000, um, for both, is it a deductible or is that how much the insurance covers? Oh, OK, OK, got it. Hospital in, OK.
[AGENT][NEUTRAL] No, that's the amount that we will cover up to per calendar year.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Yes, my love, can I have a reference number?
[AGENT][NEUTRAL] We don't provide those, [PII], however, you can use my name in today's date as a reference. It's [PII] in today's date.
[CUSTOMER][NEUTRAL] Should I just.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right.