AccountId: 011433970860
ContactId: 380ead26-1439-4b1c-8ab6-bec96357073d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177570 ms
Total Talk Time (AGENT): 77753 ms
Total Talk Time (CUSTOMER): 75550 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/380ead26-1439-4b1c-8ab6-bec96357073d_20250206T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Flores dermatology regarding a mutual patient for eligibility and benefits for his secondary gap insurance.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um my name is [PII] The patient's policy number is
[CUSTOMER][NEUTRAL] 0218503
[CUSTOMER][NEUTRAL] 4 M as in mom, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. The active policy number will be 02337083.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you today?
[CUSTOMER][NEUTRAL] Yes, so I'd like to know if this gap insurance covers the primary insurance, um, co-pay and deductible.
[AGENT][NEUTRAL] This plan will pick up the copays to co-insurance and or deductibles up to the benefit amount. Where would the place of service be?
[CUSTOMER][NEUTRAL] Outpatient specialist office.
[AGENT][NEUTRAL] OK. So this plan has no benefits for an office visit or office treatment. They do have outpatient benefits, but just not for services rendered in the doctor's office.
[CUSTOMER][POSITIVE] Got it. OK, perfect, thank you for confirming that.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, just the reference number, thank you.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] I'm sorry, what was your, um, last name initial?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.