AccountId: 011433970860
ContactId: f6dcb42b-fdde-4a5e-90d8-3e4174913055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150029 ms
Total Talk Time (AGENT): 80532 ms
Total Talk Time (CUSTOMER): 70637 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/f6dcb42b-fdde-4a5e-90d8-3e4174913055_20250219T14:21_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Doctor [PII]'s office. Um, I wanted to verify benefits for a patient, please.
[AGENT][POSITIVE] Sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it will be 01659749 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, Flo Suarez [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, she does have a new policy number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, what is the policy number?
[AGENT][NEUTRAL] It's 025.
[AGENT][NEUTRAL] 02639.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Mhm. No problem. And the effective date on our policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's going to be um office visit uh specialist.
[AGENT][NEUTRAL] OK, for office visits, we cover up to 2500 per calendar year and that's for the um co-pay, the co-insurance, and the deductible after the primary insurance processes the claim and actually for the copay, um it'll be 50.
[CUSTOMER][NEUTRAL] Uh, be like.
[CUSTOMER][NEUTRAL] OK, so you guys will cover $50 of the copay?
[AGENT][NEUTRAL] Right, we'll cover $50 of the co-pay and then for services that goes towards the co-insurance and the deductible, we cover up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alrighty [PII] and can I get a reference number for the call please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] That will be all thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] one more