AccountId: 011433970860
ContactId: 5c315c33-9991-41f9-921b-e3af2bb784a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186520 ms
Total Talk Time (AGENT): 69454 ms
Total Talk Time (CUSTOMER): 64536 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/5c315c33-9991-41f9-921b-e3af2bb784a1_20250527T20:10_UTC.wav
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[CUSTOMER][POSITIVE] Thank you so much for calling.
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] and I'm calling from Vital MD.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 01670155 ML 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. Is it outpatient, inpatient or doctor's office?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Doctor's office.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phones, not a guarantee of payment.
[AGENT][NEUTRAL] And this policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK, so not for office visits, but if patient needs a diagnostic ultrasound in office or surgery in office, would you guys will cover her primary insurance deductible?
[AGENT][NEUTRAL] It does coordinate with the primary. We only pick up deductibles uh pays or co-insurance.
[AGENT][NEUTRAL] For in-office services, we would pay up to 6800.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] And has she met any of the, or used any of the 6800 benefits?
[AGENT][NEUTRAL] Hold on one moment, I can check for you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] She has used $2,717.71.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK. Thank you very much. And can I have a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That will be all. Thank you very much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.