AccountId: 011433970860
ContactId: 1fb2c9ec-b296-4576-9677-bca31ab75f13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111559 ms
Total Talk Time (AGENT): 62516 ms
Total Talk Time (CUSTOMER): 37250 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/1fb2c9ec-b296-4576-9677-bca31ab75f13_20250609T12:30_UTC.wav
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[AGENT][NEUTRAL] For contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I hear you a little far.
[AGENT][NEUTRAL] Yeah, I'm sorry, I'm not able to hear you very well. My, my name is [PII]. Thank you for contacting APL. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to confirm if a patient's um gap plan would cover his co-pay and deductibles in a specialist office.
[AGENT][NEUTRAL] I can look that up, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] and it should B [PII].
[AGENT][NEUTRAL] Thank you. And what is that policy number please, [PII]?
[CUSTOMER][NEUTRAL] Yeah. 01611667 M like Mary, L like Larry, number 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now what it will cover for treatment or uh or procedures within the physician's office, we will pick up the deductible, co-payment or coinsurance up to $1500 per calendar year. It's just a verification of the benefits, not a guarantee of payment.
[AGENT][NEGATIVE] It does not cover the office visit co-pay.
[AGENT][NEUTRAL] You mentioned the offices at copay, yeah, so it doesn't cover that and uh none of those benefits have been used for the county year [PII], but it covers the treatment, it's not the, uh, office visit copay. Now, is there anything else at all that I can tell you about the secondary or gap insurance, [PII]?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um, does this have any special termination date though?
[AGENT][NEUTRAL] Uh, no, it's all, it's still active.
[CUSTOMER][POSITIVE] OK, thank you so much