AccountId: 011433970860
ContactId: 5c69bcf0-bf4c-4570-96d9-0635ce361f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104940 ms
Total Talk Time (AGENT): 47107 ms
Total Talk Time (CUSTOMER): 45116 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5c69bcf0-bf4c-4570-96d9-0635ce361f6c_20250331T22:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office. I need to go with benefits on a patient's gap plan.
[AGENT][POSITIVE] OK, I'm happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] It's 01611538 ML 8.
[AGENT][NEUTRAL] Alright, let me pull this up.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII] [PII].
[AGENT][NEUTRAL] All right. So the patient is active. Effective date is [PII]. Did you need outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient, we're a dermatologist's office. If the patient has procedures rendered in the office, is the, would the patient be covered with this gap plan?
[AGENT][NEUTRAL] Uh, yes, and their outpatient benefit amount for the calendar year is 1500. This would cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so, OK, so the patient does have benefits for procedures rendered in the doctor's office. OK. Office visit would not be covered, only the procedures.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK, great. Alright, great, so um let me have a reference number uh and it's only up to 1500 correct?
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] And does he still have the 1500 the 1500 available?
[AGENT][NEUTRAL] They do, yes.
[CUSTOMER][POSITIVE] OK, great. May I have a reference number? Thank you.
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK great thank you bye bye bye.
[AGENT][POSITIVE] You, you're welcome. Bye bye.