AccountId: 011433970860
ContactId: 7dc51604-63f0-4fdf-9a93-5e301e3b126f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122510 ms
Total Talk Time (AGENT): 52990 ms
Total Talk Time (CUSTOMER): 42979 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7dc51604-63f0-4fdf-9a93-5e301e3b126f_20250423T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from the Corgius Diagnostic Center in regards to the patients and their gap insurance.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And uh callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you. And next. Now could I get the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 017.
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 114.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII] sorry, not that, that's not the date of birth. The date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just submit advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and the policy is still active. Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's an outpatient.
[AGENT][NEUTRAL] OK. For outpatient, we cover up to 2000 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] OK, well, I thank you again [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] OK.