AccountId: 011433970860
ContactId: 6582415d-6269-458b-9a35-69efbcc57932
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112959 ms
Total Talk Time (AGENT): 54958 ms
Total Talk Time (CUSTOMER): 40839 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6582415d-6269-458b-9a35-69efbcc57932_20250206T15:19_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 am calling um regarding patients gap plan if the patient has benefits.
[AGENT][POSITIVE] OK. Happy to check on benefits for you today. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02435255 ML 8.
[AGENT][POSITIVE] Thank you so much. Let me just pull this up here one moment.
[AGENT][NEUTRAL] And can I get the patient's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on here is [PII]. We are the secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so then, um, procedures, since the patient has a deductible, any procedures rendered in the doctor's office would be the patient's responsibility. So this gap plan will cover for office surgeries.
[AGENT][NEUTRAL] Correct, it does have an outpatient benefit amount like a limit, so it looks like it's a calendar day, which is $500 on this member's plan.
[CUSTOMER][NEUTRAL] So it's $500 per day that you covered.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, alright, great, um, may I have a reference number for the call?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right great thank you bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.