AccountId: 011433970860
ContactId: 64c0038a-c5eb-48f6-8e7c-aaed64380f97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137139 ms
Total Talk Time (AGENT): 68039 ms
Total Talk Time (CUSTOMER): 52379 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/64c0038a-c5eb-48f6-8e7c-aaed64380f97_20250623T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Gastro Health. I'm trying to verify the benefit for one of my patients.
[AGENT][POSITIVE] Sure, I can assist you with benefits, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is uh patient 02538163 [PII].
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And we have an effective date of [PII]. It is active at the moment and this is a secondary policy to the major medical and let's see.
[AGENT][NEUTRAL] OK, so this one has an outpatient maximum of $250 per day. This one covers procedures in office setting. It will not cover the office visit.
[CUSTOMER][NEUTRAL] It's gonna be done in the surgical center so it will cover 250 per day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 250 per day, correct. Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All righty. And that including doctor, facility and everything.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, per day. OK, let me have your name and a reference number, please.
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Got it. So so [PII] and today say.
[AGENT][POSITIVE] Mm. Correct, yes.
[CUSTOMER][POSITIVE] OK. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good day, bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye bye.