AccountId: 011433970860
ContactId: 20bdde24-1358-4578-95d9-62a5c24d76a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204190 ms
Total Talk Time (AGENT): 77958 ms
Total Talk Time (CUSTOMER): 67073 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/20bdde24-1358-4578-95d9-62a5c24d76a2_20250529T12:27_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify a patient's gap insurance to see if it covers their copay.
[AGENT][NEUTRAL] OK, I can help you with that. May I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] Huh, no, the card actually doesn't have the policy number. It just has the group number and then
[CUSTOMER][NEUTRAL] The certification number is it the certification?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alrighty then it's 1477486.
[CUSTOMER][NEUTRAL] M as in [PII] as [PII] 8.
[AGENT][NEUTRAL] Thank you [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can give those to you. Is it for outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance, whatever the primary applies to the deductible, co-pay, or co-insurance only, we'll pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so then for specialist copays she's covered.
[AGENT][NEUTRAL] Is it for a specialist office visit or is it an outpatient facility or?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Specialist office visit.
[AGENT][NEUTRAL] No, ma'am, office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Alrighty and what was your name again?
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.