AccountId: 011433970860
ContactId: 3a3d51a5-8fbc-4775-8c31-353bca9c2fb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166380 ms
Total Talk Time (AGENT): 89177 ms
Total Talk Time (CUSTOMER): 50197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3a3d51a5-8fbc-4775-8c31-353bca9c2fb2_20250328T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm calling from Lamas Medical trying to check the uh coverage on this uh gap plan.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility and benefits. Uh, and may I have a callback number just in case we get disconnected, [PII].
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, first name [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] What about the policy number?
[CUSTOMER][NEUTRAL] Oh, sorry, that would have helped 0258.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 4388 ML 8.
[AGENT][NEUTRAL] All right. OK. Uh, you said [PII]. Can you repeat that date of birth?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And you need just eligibility or do you need eligibility and benefits?
[CUSTOMER][NEUTRAL] No, I need to check if there's any coverage on on specific benefits.
[AGENT][NEUTRAL] What type of service?
[CUSTOMER][NEUTRAL] It's for allergy services in a specialist office.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I don't know if this only covers deductible applicable plan, you know, items or or copays are covered as well.
[AGENT][NEUTRAL] OK, let me check on that. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see. OK, so this one has office treatment. It does have an office treatment writer which it covers any procedures or treatment done in the office, but it will not cover the co-payment for the visit. So this is only for procedures or treatment.
[AGENT][NEUTRAL] And this is subject to the outpatient maximum which is 3500 per cover person per calendar year.
[CUSTOMER][NEUTRAL] OK, how much does she use?
[AGENT][NEUTRAL] Um, let me check on that, one moment.
[AGENT][NEUTRAL] As of today, she has not used her benefits for [PII], so she still have the full amount available.
[CUSTOMER][POSITIVE] Perfect. Could I get your name down and a reference number?
[AGENT][NEUTRAL] Uh, sure. My name is [PII]. That's [PII]. Last initial is [PII], and we don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That'll be all darling thank you very much bye bye.
[AGENT][POSITIVE] All right. You're welcome. Thank you for calling APO. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm