AccountId: 011433970860
ContactId: 50b80dfa-0cf6-4cd9-80a5-abfbaddc180c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130960 ms
Total Talk Time (AGENT): 75796 ms
Total Talk Time (CUSTOMER): 43641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/50b80dfa-0cf6-4cd9-80a5-abfbaddc180c_20250312T13:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I'm calling from Doctor [PII]'s office trying to verify, uh, coverage on a gap plan I have for patient.
[AGENT][NEUTRAL] OK. And did you say this is a doctor's office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02479009 ML 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Give me the last four digits you cut out.
[CUSTOMER][NEUTRAL] Uh, the last was 9 [PII].
[AGENT][NEUTRAL] Of your phone number, your phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information, [PII]. So I do have the effective date for you. I'm showing it's [PII], and this policy is active at this time, and then we're looking for office visit benefits under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A specialist, yes, mhm.
[AGENT][NEUTRAL] Mhm. Under this policy, the physician visit fee is not covered. um, there is a treatment writer, so there's covered treatment performed in the office, then those items can be considered under the outpatient benefit.
[AGENT][NEUTRAL] Did you want that benefit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] So the maximum outpatient benefit for covered treatment in the office is up to $3000. That's a per calendar year benefit, and any information provided is verification only. It does not guarantee payment of a claim, and currently I don't show any of that benefit used.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Perfect, and yes, your mailing address for claims please.
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much for your help you have a good day bye bye.
[AGENT][POSITIVE] You're welcome