AccountId: 011433970860
ContactId: f70d14fb-d442-4f6d-96f4-c2a2c66bf6a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137500 ms
Total Talk Time (AGENT): 68942 ms
Total Talk Time (CUSTOMER): 43758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f70d14fb-d442-4f6d-96f4-c2a2c66bf6a7_20250513T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling uh for benefits for a patient that's coming in for a specialist office visit with an ultrasound being done as well.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] 01931049 ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[AGENT][NEUTRAL] And let's see for specialist office visits.
[AGENT][NEUTRAL] Um, for office treatment services provided in office, we cover up to 3000 per calendar year, and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Alright, um, did you mention if there was anything met towards that 3000?
[AGENT][NEUTRAL] Um, so far she's used $200 this year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All [PII]. um, what was your name again? I'm so sorry.
[AGENT][NEUTRAL] Um it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, just a reference number if you have one.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] OK got it alrighty thank you so much for your help.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Bye.