AccountId: 011433970860
ContactId: 78515e10-f456-4363-9955-d869e83a3aa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210190 ms
Total Talk Time (AGENT): 85847 ms
Total Talk Time (CUSTOMER): 47466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/78515e10-f456-4363-9955-d869e83a3aa6_20250225T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I wanna check if a patient's um plan is active.
[AGENT][NEUTRAL] OK, [PII], well, I can definitely help you with the eligibility and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes it is um [PII].
[AGENT][NEUTRAL] And for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02550777
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and um what are the coverage uh with this gap insurance?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] For outpatient radiology for a CT scan.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] For outpatient, so for outpatient, the policy would pay, hold on one moment, I'm waiting for it to come up. We pay up to $3000 per person per calendar year.
[CUSTOMER][NEUTRAL] OK, and they're still available?
[AGENT][NEUTRAL] Let's see, hold on one moment.
[AGENT][NEUTRAL] And, do you mind if I place you on just a brief hold so I can look over this coverage?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Uh, we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Because does that say outpatient is not covered? Hold on, I gotta look at it like this.
[AGENT][NEUTRAL] I think that's what that says.
[AGENT][NEUTRAL] I just wanna make sure.
[AGENT][NEUTRAL] OK, so no, it's 3000.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So yes, that is the calendar year, um, max $3000 and they have not used any of the benefits for this year yet.
[CUSTOMER][POSITIVE] OK, thank you so much thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, do you guys give any reference call number? No?
[AGENT][NEUTRAL] Um, there's no call reference number. You can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK thank you thank you bye bye.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.