AccountId: 011433970860
ContactId: 1a3a16ab-7dfb-4eab-8bd3-b5cfd520ecd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156649 ms
Total Talk Time (AGENT): 72026 ms
Total Talk Time (CUSTOMER): 33723 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/1a3a16ab-7dfb-4eab-8bd3-b5cfd520ecd8_20250425T18:45_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] Hi, good afternoon. I need to check a patient's gap policy.
[AGENT][NEUTRAL] You need eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, sure, I can assist you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and you're calling from which facility for manitation?
[CUSTOMER][NEUTRAL] Ambulatory diagnostic center.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 024672773.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plans for the major medical with an effective date of [PII] and it is active.
[AGENT][NEUTRAL] The outpatient maximum on this one is 3500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] Um, do you have anything remaining?
[AGENT][NEUTRAL] Um, I can check. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As of today, he has not used his benefits the full amount is still available.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, um, is there a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Happy weekend.
[CUSTOMER][NEUTRAL] Bye, you too.
[AGENT][POSITIVE] Bye bye. Thank you.