AccountId: 011433970860
ContactId: 3956b9d8-c2e0-4f70-b02b-7415092f88d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119349 ms
Total Talk Time (AGENT): 38577 ms
Total Talk Time (CUSTOMER): 52518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3956b9d8-c2e0-4f70-b02b-7415092f88d5_20250516T19:44_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. I'm calling to see um if patient has benefits for her gap plan.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number here is [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 01704611 ML 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Is it for office visit or outpatient services or?
[CUSTOMER][NEUTRAL] No, the patient has a deductible with her primary plan, so I need to know if this gap plan will cover procedures rendered in the doctor's office.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment, basic outline of the policy. Uh, let me get that pulled up, one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, let's see, they have a $2500 calendar year maximum benefit, but it doesn't, uh, specify for office.
[AGENT][NEUTRAL] So it would be for outpatient hospital facility charges.
[CUSTOMER][NEUTRAL] So if she has a biopsy done in the doctor's office, would she be covered?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Or is it just for hospital?
[AGENT][NEUTRAL] Just for hospitals.
[CUSTOMER][NEGATIVE] So she doesn't have any benefits. I'm not talking about office visit. I'm talking about procedures rendered in the office.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] OK, so she has no benefits for procedures in the office. OK, so may I have a reference number for the call that she has no benefits for procedures under in the office?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] It's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK great thank you alright bye bye thanks.
[AGENT][NEUTRAL] Bye.