AccountId: 011433970860
ContactId: 6303bf88-8c2d-49ae-8b20-ec61ead42e0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161190 ms
Total Talk Time (AGENT): 70583 ms
Total Talk Time (CUSTOMER): 56527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/6303bf88-8c2d-49ae-8b20-ec61ead42e0e_20250416T15:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. may I assist you?
[CUSTOMER][NEUTRAL] Yeah, Charla, good morning. My name is [PII] calling you from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing wonderful. Thank you for asking. So, actually, I have a member ID with me. I'm, I'm just checking on like the member is active or not and is it a supplemental policy?
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] 913 callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02506289.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], this policy has been active since [PII] and it's currently active, and this is a gap insurance that assists with deductible, co-pay and co-insurance for services covered under the policy.
[CUSTOMER][NEUTRAL] OK, [PII], just tell me one thing like does this plan work as a supplemental kind of.
[AGENT][NEUTRAL] This is the gap insurance. It is the secondary to the primary. It assists with the deductible, co-pay and co-insurance to the primary.
[CUSTOMER][NEUTRAL] I got it, but I'm asking you like, uh, does this member have any benefit? like any specialist copay, out of pocket deductible?
[AGENT][NEUTRAL] So this policy is a a gap insurance that assists with the deductible co-pay and co-insurance for services covered under the policy. So now you wanna verify if there's benefits for office visits, outpatient services, which part, which place of services are you inquiring about today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] So the member's policy does not cover office visits, however, the treatment received in the office falls under the outpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got it. Just 1 2nd.
[CUSTOMER][POSITIVE] Well, thank you so much, [PII]. So I think I got everything which I have need to know. Your name exactly spelled [PII]?
[AGENT][NEUTRAL] No, my name is actually spelled [PII], and today's date is a reference [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day. Take care.
[AGENT][POSITIVE] Thanks for calling ATL. Have a great day. Goodbye.