AccountId: 011433970860
ContactId: 609e88dc-1ce8-4a1b-afde-02e94cf2c2ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113709 ms
Total Talk Time (AGENT): 53447 ms
Total Talk Time (CUSTOMER): 46137 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/609e88dc-1ce8-4a1b-afde-02e94cf2c2ab_20250410T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], I want to verify benefits for a patient.
[AGENT][POSITIVE] I'd be happy to assist with benefits. May I have your first name, please?
[CUSTOMER][NEUTRAL] Yes, [PII] spelled [PII]
[AGENT][POSITIVE] And it's wrong so if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] I mean, I think
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01868856.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you 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]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] I do show the outpatient calendar year maximum is $2550.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] $50. OK, and is there a co-pay for office visit specialist?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That would be a question for her major medical, but I do know with her, with her gap, and with her gap, we only cover the procedures and treatment at the visit. We would not cover the copay associated with the office visit.
[CUSTOMER][NEUTRAL] OK, understood so you guys only cover the treatments and procedures.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] See
[AGENT][NEUTRAL] And we're her gap insurance.
[CUSTOMER][NEUTRAL] OK, gap insurance got it, [PII]. Can I get a reference number for this call?
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, you answered all my questions. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm.