AccountId: 011433970860
ContactId: f635aaab-d49e-4cbb-b570-9ab286cfd738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153270 ms
Total Talk Time (AGENT): 73120 ms
Total Talk Time (CUSTOMER): 43560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f635aaab-d49e-4cbb-b570-9ab286cfd738_20250415T14:51_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling with Northeast Dermatology. I was calling to speak with someone to verify benefits for a patient.
[AGENT][NEUTRAL] OK, and I can assist you with the benefits and [PII], um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] That is 02581601.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 that the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It was for a specialist office visit and an in-office procedure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Specialist.
[AGENT][NEUTRAL] OK. So under outpatient, the um calendar year max.
[AGENT][NEUTRAL] It's $250 per person per calendar day. Um, so that is what would be applied to the, um, that includes procedures in office, um, and she also has the, um, hold on one second, where did that just go?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The office treatment and a physician's office physician for us includes specialists as well. Um, so it would just be that $250 per day.
[CUSTOMER][NEUTRAL] Per day? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so that, yeah, that goes for like both the benefits you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. OK, well I guess that's pretty much all I needed.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank you, [PII], you're welcome bye bye.