AccountId: 011433970860
ContactId: f1f14a92-b48b-49ca-9c6a-92b7eb0796d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194220 ms
Total Talk Time (AGENT): 90821 ms
Total Talk Time (CUSTOMER): 53568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/f1f14a92-b48b-49ca-9c6a-92b7eb0796d1_20250603T14:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning. I'm calling to get benefits and eligibility for a member, please.
[AGENT][POSITIVE] OK, I can assist you with both the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[AGENT][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Oh, I gave, but I guess it got cut off. OK, 022.
[CUSTOMER][NEUTRAL] 558.
[CUSTOMER][NEUTRAL] 24.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Of course it's [PII], and then it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] It's for an office visit and then an office procedure at the office. You said um August [PII]?
[AGENT][NEUTRAL] Yes, that this policy has been active.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, we'll be an office specialist.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Visit and at an outpatient surgery the same day.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so the policy itself doesn't have any coverage for the office setting. Is the surgery in office as well or is it an outpatient hospital?
[CUSTOMER][NEUTRAL] No office setting.
[AGENT][NEUTRAL] OK, so this policy doesn't have any office setting coverage.
[CUSTOMER][NEUTRAL] Oh, so not even for the office visit or nothing?
[AGENT][NEUTRAL] Nothing in office. So it's inpatient, you know, after admission and then outpatient like urgent care, emergency room, outpatient surgeries. Um, they don't have the office treatment rider which covers the treatment in the office, um, that's not on there. They also don't have the office visit fee, um, coverage, so they don't have any office setting, only outpatient facility or inpatient.
[CUSTOMER][POSITIVE] OK, perfect. Can I just get a reference for the call please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] you have a good day OK?
[AGENT][POSITIVE] You're welcome [PII]. You also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.