AccountId: 011433970860
ContactId: 860d1329-3981-43e0-8149-cfcc3c6cb5ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133429 ms
Total Talk Time (AGENT): 47929 ms
Total Talk Time (CUSTOMER): 68376 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/860d1329-3981-43e0-8149-cfcc3c6cb5ce_20250425T15:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Li, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good morning. This is [PII], and I'm calling from Urology specialist group. Just wanted to confirm um benefits and eligibility on a gap insurance, please.
[AGENT][NEUTRAL] Oh OK, I can help you with that. You said your name was [PII]?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I that.
[AGENT][NEUTRAL] Yes, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] OK, and could I get a call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] 01810313 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy.
[CUSTOMER][NEUTRAL] And I guess I'm just calling to
[CUSTOMER][NEUTRAL] Sure, thank you. I guess I'm just calling to have an update because the last time that we verified this insurance, there was no coverage for office visit or procedures unless the patient had a cancer diagnosis and it was in an outpatient facility. And I'm calling from a specialist office, so I just wanted to, you know, confirm that if, if anything changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. OK. I can help you with that. So it looks like the policy um is the same. There is no coverage for services rendered in the physician's office unless due to a cancer, malignant cancer diagnosis.
[CUSTOMER][POSITIVE] OK, perfect. So nothing has changed on that part.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Can you repeat your name one more time for me, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help. I appreciate that.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend and thank you for calling APO.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah