AccountId: 011433970860
ContactId: 4c7cde0a-811f-4a1f-98c3-71ec419b316c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109680 ms
Total Talk Time (AGENT): 42328 ms
Total Talk Time (CUSTOMER): 41717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/4c7cde0a-811f-4a1f-98c3-71ec419b316c_20250211T17:37_UTC.wav
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[AGENT][NEUTRAL] For calling UTL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office. I need to go get a gap plan for for patients.
[AGENT][POSITIVE] I'll be happy to assist with the eligibility. I'm sorry, what's your first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII]
[AGENT][NEUTRAL] And [PII], if I can give you a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Is 01611565 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] Thanks for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] And is this for in or outpatient?
[CUSTOMER][NEUTRAL] So is the patient I've been, yeah.
[CUSTOMER][NEUTRAL] Outpatient, I'm calling from a doctor's office. If we were to do a procedure on the patient, would the patient have benefits for procedures rendered in the doctor's office?
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] Yes, that would fall under the outpatient, outpatient calendar year maximum is $1500.
[CUSTOMER][NEUTRAL] So he has benefits up to $1500.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, great, um, may I have a reference number please? Thank you.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's all thank you [PII] bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye thanks.