AccountId: 011433970860
ContactId: 0a2c7f6d-1533-4a81-ac79-d2a3ff335a43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120919 ms
Total Talk Time (AGENT): 40566 ms
Total Talk Time (CUSTOMER): 46755 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0a2c7f6d-1533-4a81-ac79-d2a3ff335a43_20250617T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, give me a second. Yes, I'm calling for Doctor [PII]'s office. I need to go with patients gap plan, please.
[AGENT][NEUTRAL] OK, um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. That's [PII] callback number here is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] 00971040
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, is this for outpatient benefits or?
[CUSTOMER][NEUTRAL] Um, in the office, well, I'm calling from a specialist office, so he has a deductible with his primary plan, so I need to know if this plan will cover procedures rendered in the doctor's office.
[AGENT][NEUTRAL] Let me pull up that policy. Give me one moment. It's not a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh alright thank you.
[AGENT][NEUTRAL] Uh, looks like he's just got coverage for outpatient hospital services. There's no in-office benefits.
[CUSTOMER][NEUTRAL] So if he does a biopsy in the office, he won't be covered for the biopsy in the office.
[AGENT][NEUTRAL] Yeah, it looks like it's just for outpatient um facilities.
[CUSTOMER][NEUTRAL] OK, but not in the office because sometimes outpatient is also in the office.
[AGENT][NEUTRAL] Yes, they, I don't see a rider. They'll have a rider on here if it's, if it's for treatment in the office, and this does not include that.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So there's no rider for treatment in office.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so let me have a reference number for the call.
[AGENT][NEUTRAL] That's my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK great thank you bye bye thanks.
[AGENT][POSITIVE] OK, thank you. Thanks for calling APL.