AccountId: 011433970860
ContactId: 4090cd1a-4e93-40e8-a4ba-a56b4392c4a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163270 ms
Total Talk Time (AGENT): 84643 ms
Total Talk Time (CUSTOMER): 66592 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4090cd1a-4e93-40e8-a4ba-a56b4392c4a5_20250613T15:17_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] OK
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Vital MD and I need to get benefits on a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah sure it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02605890 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Thank you. OK, and what type of services being render for benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, patient is coming to the office, uh, for procedure with her primary insurance is subject to the deductible, but she has you guys as a gap insurance, so I just wanna make sure you guys will cover the primary deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. Um, this is a secondary supplemental plan to the major medical calendar year.
[AGENT][NEUTRAL] Maximum is 6000 per covered person per calendar year, and this includes office procedures or office treatment. The only thing we do not cover is the office visit, but we do cover procedures or treatment in the office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Perfect. OK, thank you. And question, uh, I was trying to check to see if I can check that online, but the only, uh, website I found was only for claims. You don't have for bene benefits, right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not at this moment, we don't.
[CUSTOMER][NEUTRAL] To eligible for.
[CUSTOMER][NEUTRAL] Oh, OK, just wondering. Perfect, thank you. And can I have your name again and a reference number please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] My name is [PII], and we don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[AGENT][NEUTRAL] I didn't go with my bad smell.
[CUSTOMER][NEUTRAL] You too, bye.