AccountId: 011433970860
ContactId: 16118449-d91e-457d-8a05-3bef5b473c5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110050 ms
Total Talk Time (AGENT): 46171 ms
Total Talk Time (CUSTOMER): 47581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/16118449-d91e-457d-8a05-3bef5b473c5b_20250326T21:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hello, good afternoon. I'm calling from Doctor [PII]'s office. I need to go over patients gap plan, please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits or eligibility. And may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02337173 ML 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, um, thank you, Ms. [PII]. And do you have like a specific question about it or do you need benefits for office?
[CUSTOMER][NEUTRAL] Yes, the patient has, the patient has a deductible with her primary plan. Any procedures rendered in the office, such as a biopsy will be subject to the, to the deductible. So does this gap plan cover, um, procedures rendered in the doctor's office? So she has the primary plan.
[AGENT][NEGATIVE] No, this one doesn't cover anything in office, this one is for outpatient facilities only.
[CUSTOMER][NEUTRAL] So it doesn't cover anything in the office.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK great um alright let me have a reference number.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today if you would like, Miss [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Oh, OK, so what's your name? [PII]?
[AGENT][NEUTRAL] Yes, last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day. Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.