AccountId: 011433970860
ContactId: 88ea2d08-1172-4a28-9514-6e959186e69a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138580 ms
Total Talk Time (AGENT): 58370 ms
Total Talk Time (CUSTOMER): 76312 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/88ea2d08-1172-4a28-9514-6e959186e69a_20250304T15:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. This is [PII]. How can, um, I'm calling from NT Care and I'd like to verify if the uh policy is active, please.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Could you give me a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure. Um, the callback number is [PII], it's [PII], no extension. And the policy number is 02153310. It's too early. My mind is still not set. Sorry for that.
[AGENT][POSITIVE] Oh, don't worry. Give me that policy number one more time.
[CUSTOMER][NEUTRAL] Of course. It's 02153310.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] and date of birth [PII]. I believe the Yeah. Yeah. No worries.
[AGENT][POSITIVE] Thank you, and you're calling to verify.
[AGENT][NEUTRAL] Calling to verify eligibility for this member.
[CUSTOMER][POSITIVE] Yes, ma'am. Patient has um better at this primary, I believe.
[AGENT][NEUTRAL] Yes, this gap insurance has been active since [PII] and it's currently active. Are you calling to verify benefits for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Outpatient specialist office uh visit.
[AGENT][NEUTRAL] The member has the member has outpatient benefits of $4000 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage. The treatment received in the office is coverage on, however, the office visits are not covered under the policy.
[AGENT][NEUTRAL] And this is not a guaranteed benefit it's just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] I see, so but we can still submit claims though, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, perfect. No worries, [PII] thank you so much. Do you have a call reference number that I can take note?
[AGENT][NEUTRAL] We don't provide those [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, no problem. Thank you so much. You have a great day. Bye for now. Take care.
[AGENT][POSITIVE] Thanks for calling APL you have a great day as well. Goodbye.
[CUSTOMER][NEUTRAL] Goodbye