AccountId: 011433970860
ContactId: f29f7512-24d0-4867-aaa8-ed96ddb2b338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177979 ms
Total Talk Time (AGENT): 62801 ms
Total Talk Time (CUSTOMER): 67221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/f29f7512-24d0-4867-aaa8-ed96ddb2b338_20250324T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm calling from Texas Digestive specialist, and I'm trying to get eligibility and benefits for a patient, please.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Can I get a good callback number, please?
[CUSTOMER][NEUTRAL] It is [PII] direct line.
[AGENT][NEUTRAL] Do you have a patient policy ID?
[CUSTOMER][NEUTRAL] I do. I have a 02596762.
[AGENT][NEUTRAL] And you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment, it's just a basic outline of the policy.
[AGENT][POSITIVE] Uh, it looks like they are effective.
[CUSTOMER][NEUTRAL] you know
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] 2125.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And current?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say you needed outpatient benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, and if y'all cover any like office visits for the specialist?
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's gonna be for [PII], date of birth, [PII] and the [PII].
[CUSTOMER][NEUTRAL] can.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, let's see, so looks like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's the deal here.
[AGENT][POSITIVE] Sorry about that. Just give me one moment.
[CUSTOMER][NEUTRAL] It's OK, no rush.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So they have a $2550 calendar year maximum for outpatient services that does include.
[AGENT][NEUTRAL] Uh, treatment in the office. However, it does not include the actual office visit charge.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So initially they
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And that's all I needed to verify. Do you provide call reference numbers?
[AGENT][NEUTRAL] Uh, call reference if you'd like to have that. It's just, just my first name, last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL have a terrific afternoon.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mm.