AccountId: 011433970860
ContactId: 39168d0a-6491-4f32-b2ac-189c231f0b99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128050 ms
Total Talk Time (AGENT): 36795 ms
Total Talk Time (CUSTOMER): 46681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/39168d0a-6491-4f32-b2ac-189c231f0b99_20250521T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I'm calling from Doctor [PII]'s office, and I like to go over benefits for patients.
[AGENT][NEUTRAL] OK, can I get, get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have the policy number of that patient?
[CUSTOMER][NEUTRAL] It is 01845857 ML8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, policy is active and effective [PII].
[AGENT][NEUTRAL] And is this outpatient or office or?
[CUSTOMER][NEUTRAL] No, this is a gap plan, so I need to know if this gap plan will cover procedures rendered in the office as the patient has a deductible with the primary plan.
[AGENT][NEUTRAL] Not a guarantee of payment basic outline of the policy. Let me get that pulled up one moment.
[AGENT][NEUTRAL] Uh, looks like they do not have an office treatment writer.
[AGENT][NEUTRAL] It just covers outpatient.
[CUSTOMER][NEUTRAL] OK, so then the
[CUSTOMER][NEUTRAL] Alright, so, so you don't, you don't, you just cover outpatient and um hospitals?
[AGENT][NEUTRAL] Yeah, ER urgent care facility, uh, physical therapy facility.
[AGENT][NEUTRAL] Um, outpatient hospital.
[CUSTOMER][NEUTRAL] OK, so anything rendered in the doctor's office a specialist, um, would not be covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so may I have a reference number for the call?
[AGENT][NEUTRAL] Uh, it's my name is [PII], and today's date.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye you too.