AccountId: 011433970860
ContactId: 21a4e419-1a4b-4cbe-957b-6b298c99acf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114330 ms
Total Talk Time (AGENT): 50668 ms
Total Talk Time (CUSTOMER): 45680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/21a4e419-1a4b-4cbe-957b-6b298c99acf0_20250411T16:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from uh Unique Imaging. I need to verify a gap plan for a member, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the member's policy number that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] It's 01611589.
[CUSTOMER][NEUTRAL] Excuse me, ML8.
[AGENT][NEUTRAL] [PII], thank you. Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][POSITIVE] Thank you. This policy has been active since [PII] and is currently active.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] She has outpatient benefits?
[CUSTOMER][NEUTRAL] OK, she's coming in.
[CUSTOMER][NEUTRAL] OK, perfect. Yeah, it's an outpatient MRI.
[AGENT][NEGATIVE] Of $1500 per calendar year and this is not a guarantee of benefits, [PII], just a disclaimer of the policy's coverage, and she has not utilized any of her benefits for [PII] or me her deductible.
[CUSTOMER][NEUTRAL] OK, perfect. So do we have to collect anything towards that deductible of hers?
[AGENT][NEUTRAL] No, she don't have a deductible here.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] This is, this is the gap insurance that assists with her deductible co-pay and co-insurance to her primary.
[CUSTOMER][NEUTRAL] Alright, is there
[CUSTOMER][NEUTRAL] Got you, got you, yes, yes. OK, perfect. Is there a reference number for our call?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, love you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.