AccountId: 011433970860
ContactId: 0cf7e246-617d-47d2-a6c8-4a727cd0e5eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154389 ms
Total Talk Time (AGENT): 73181 ms
Total Talk Time (CUSTOMER): 61444 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0cf7e246-617d-47d2-a6c8-4a727cd0e5eb_20250422T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling with the office. Doctor [PII]. How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I was actually calling one of my patients. She provided me with this gap insurance and she, uh, to find out the benefits for an outpatient procedure that she scheduled for.
[AGENT][NEUTRAL] Sure, I can look at those outpatient benefits. I'm so sorry, what did you say your name was?
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got you. OK, thank you. And then, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do is it the one to do this is the outpatient benefit cer certification number.
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] 018.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 45809 ML 8
[AGENT][NEUTRAL] Got it. And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays, and of course I will let you know verification of coverage is not a guarantee of payment for claims so that outpatient benefit is $1000 max per calendar year.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] If you'll give me one moment, I'll see if any of that has been used.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, so none has been used so far this year. She does have that full benefit amount.
[CUSTOMER][POSITIVE] Alright perfect
[CUSTOMER][NEUTRAL] OK, let me just I'm making a lot of notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think that will be all. Can I have a reference card number please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date and so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that will be all thank you for your help have a good night.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.