AccountId: 011433970860
ContactId: fe932809-4815-42c1-bbab-b5086d4025bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182440 ms
Total Talk Time (AGENT): 82299 ms
Total Talk Time (CUSTOMER): 70803 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/fe932809-4815-42c1-bbab-b5086d4025bb_20250224T18:55_UTC.wav
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[CUSTOMER][NEUTRAL] we
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, and I'm calling from South Florida ENT. I need you to verify a patient please.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the insured. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And you said this is for eligibility?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh sure it's 01678188 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [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 the policy um has been active since [PII].
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Mhm. Does the patient has any coverage for a specialist visit?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So under outpatient, the policy will pay up to $7150 per calendar year. The policy itself doesn't have any in-office treatment, I'm sorry, in-office coverage, but they do have the office treatment rider. So any treatment done in the office as long as it's not cosmetic, could be covered up to that $7150.
[CUSTOMER][NEUTRAL] This one.
[CUSTOMER][NEUTRAL] You said 7150?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's per visit?
[AGENT][NEUTRAL] That's what they have to use for the calendar year.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Per year.
[AGENT][NEUTRAL] And I'm sorry, I didn't get your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And [PII], was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yeah, can I have a reference number please?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright [PII] thank you so much for your help have a great afternoon.
[AGENT][POSITIVE] You also, and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Do we have
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah