AccountId: 011433970860
ContactId: 25669e86-ae4a-4660-817c-bab39a53998e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191860 ms
Total Talk Time (AGENT): 99524 ms
Total Talk Time (CUSTOMER): 61990 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/25669e86-ae4a-4660-817c-bab39a53998e_20250131T15:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health trying to verify the benefit for one of my patients.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 1261839 ML 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, it's [PII], wait. [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bear with me just one moment. This is not an active policy, so I'm checking to see if [PII] has active coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he does. Now, the policy number you gave me turned on 9-1-2018. I can give you his active policy information.
[CUSTOMER][POSITIVE] OK, perfect. That will be great.
[AGENT][NEUTRAL] All right. As of 8-1-2024, his active policy number is 253.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8034.
[CUSTOMER][NEUTRAL] I have 253803-4.
[AGENT][NEUTRAL] Yes, ma'am, that is correct. And the policy is active as of [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a secondary policy to his primary insurance.
[AGENT][NEUTRAL] And [PII], what type of benefits are you needing today?
[CUSTOMER][NEUTRAL] Patient is having an outpatient procedure, colonoscopy and endoscopy.
[CUSTOMER][NEUTRAL] And I'm trying to see what will be the coverage with the gap insurance.
[AGENT][POSITIVE] All right, I can help you with that.
[AGENT][NEUTRAL] Now, for uh if it is for diagnostic.
[CUSTOMER][NEUTRAL] Diagnostic, correct.
[AGENT][NEUTRAL] It is, OK, it is covered up to $500 per calendar day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that is a verification coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I just need your name and a reference number, please.
[AGENT][POSITIVE] Well, my name is [PII]. And [PII], it's been a pleasure to assist you with those benefits. I hope you have a wonderful day and a very happy weekend.
[CUSTOMER][NEUTRAL] And the reference number, I'm sorry?
[AGENT][NEUTRAL] Oh, reference number would be my name and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well. Thank you, [PII]. Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.