AccountId: 011433970860
ContactId: f4261980-bc70-4465-beb0-08b9f278b99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207589 ms
Total Talk Time (AGENT): 81998 ms
Total Talk Time (CUSTOMER): 80143 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f4261980-bc70-4465-beb0-08b9f278b99e_20250305T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You calling
[CUSTOMER][NEUTRAL] Hi, this is [PII] Doctor Sway's office. I'm calling for Be please.
[AGENT][NEUTRAL] OK, I can help you spell your name for me, [PII]? Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Got it. And you said that you're checking for benefits. Is this in a doctor's office?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she has APL and she has outpatient benefit. I need to know about her outpatient benefit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] OK, it's um it's gonna be for outpatient 02458537 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you and what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Now, you said it's outpatient. So is it in a physician's office or an outpatient facility or hospital?
[CUSTOMER][NEUTRAL] Yeah, he's gonna do a colonoscopy endoscopy, and I was just wondering what the plan pays.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. Thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name, they have her under [PII]. Hm actually, she's a, she's a woman. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And date of
[CUSTOMER][NEUTRAL] And her date of birth is.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right. Thank you for that, [PII].
[AGENT][NEUTRAL] I'm showing the policy, the policy effective date.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] It's [PII]. I show the policy is active at this time.
[AGENT][NEUTRAL] And the maximum outpatient benefit of charges is up to $5000.
[CUSTOMER][NEUTRAL] Did you say $2000?
[AGENT][NEUTRAL] For account
[AGENT][NEUTRAL] 5, 5000.
[CUSTOMER][NEUTRAL] Oh, OK, because it's static on my phone. OK, 5000. OK, for outpatient.
[AGENT][NEUTRAL] OK, it's
[AGENT][NEUTRAL] Up to
[AGENT][NEUTRAL] Up to $5000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any any information provided is verification, not a guarantee of payment.
[AGENT][NEUTRAL] And currently of that amount I don't show any used um for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm OK perfect all right and what is your name?
[AGENT][NEUTRAL] You'll use my name and today's date as reference for today's call [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful day.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. If no other questions, thank you for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.