AccountId: 011433970860
ContactId: 830b06cd-e782-4699-a135-72a67e400d97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112059 ms
Total Talk Time (AGENT): 66387 ms
Total Talk Time (CUSTOMER): 36690 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/830b06cd-e782-4699-a135-72a67e400d97_20250206T17:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, uh, my name is [PII]. I'm calling from Doctor [PII]'s office. I need to go with benefits for patients gap plan.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01854357 ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and I can help you with eligibility and benefits for [PII]. I'm showing her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholder's major medical.
[AGENT][NEUTRAL] And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] So the patient um has a deductible with the primary plan, so any procedures rendered in the office would be the patient's responsibility. So does this gap plan cover procedures in the office?
[AGENT][NEUTRAL] It does cover procedures and treatments in office. That benefit amount is up to $1500 per calendar year. That is a verification of coverage, not a guarantee of payment. And at this time, the patient has that full benefit available at this time.
[CUSTOMER][NEUTRAL] OK great so may I have a reference number for the call?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you all right bye bye thanks welcome bye bye you too.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day. Bye-bye.