AccountId: 011433970860
ContactId: 60984ec2-2c9f-4940-8306-718907e47b31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142699 ms
Total Talk Time (AGENT): 65268 ms
Total Talk Time (CUSTOMER): 61455 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/60984ec2-2c9f-4940-8306-718907e47b31_20250102T16:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Doctor Up's office. Let me just get to the patients. This patient is going to be having an ultrasound with an office visit in the specialist's office, and I'd like to know if this gap insurance covers ultrasound in office.
[AGENT][NEUTRAL] OK, I can help you. Did you say your name is [PII]?
[CUSTOMER][POSITIVE] Great [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I have. And what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Alright, her policy number is 01790906 and my phone number is [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you. Give me a moment to pull up the policy.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Verify the patient's date of birth for me?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] And her name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing an effective date of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is active at this time and we're looking for treatment in a specialist office.
[CUSTOMER][NEUTRAL] Right, and ultrasound, um, a sonogram in the specialist's office.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Gonna pull up that policy and then provide that benefit.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so for the patient's policy under the physician outpatient treatment benefit rider, uh, it covers up to $25 per visit, a maximum of 4 visits per covered person per calendar year, and then.
[CUSTOMER][NEUTRAL] So just $25 that's it?
[AGENT][NEUTRAL] Uh, on, for this under this policy, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, all right, can I have a reference number please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial of my last name is [PII], and any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No thank you so much for your help I appreciate it bye bye take care bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling AP.