AccountId: 011433970860
ContactId: 8c556a0a-634c-42a5-94dc-533fb8ad571f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189360 ms
Total Talk Time (AGENT): 86104 ms
Total Talk Time (CUSTOMER): 64483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/8c556a0a-634c-42a5-94dc-533fb8ad571f_20250530T15:31_UTC.wav
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[CUSTOMER][POSITIVE] Thank you
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I need some benefits for a patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02286477. M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, for a specialist visit place effective date, co-payment out of pocket.
[AGENT][NEUTRAL] So the policy will pay up to $500 per calendar day for outpatient expenses.
[AGENT][NEUTRAL] The policy itself does not have any coverage for the in-office setting, but they do have the office treatment rider. So any treatment done in the office as long as it's not cosmetic, could be covered up to that $500 per day.
[CUSTOMER][NEUTRAL] OK. What is the effective date?
[AGENT][NEUTRAL] Um, the policy effective date, hold on one moment.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Current active?
[AGENT][NEUTRAL] Yes, it's still active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect there no OK perfect. Is there is a referral needed for office visits?
[AGENT][NEUTRAL] No, there's no prior author referrals needed for um any APL policy.
[CUSTOMER][NEUTRAL] OK, perfect. This is a gap insurance like supplement or HMO or PPL or something like that.
[AGENT][NEUTRAL] Um, yes, this is, this is a secondary supplemental gap insurance policy.
[CUSTOMER][NEUTRAL] OK, perfect. So may I have the PO box and address please?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Perfect, may I have your name and reference number please?
[AGENT][NEUTRAL] Sure, my name is [PII] There's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect. And now, last question, is there any basic limitations with this policy?
[AGENT][NEUTRAL] No, um, just the dollar amount per day.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much for your help, [PII]. OK, have a blessed day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No thank you have a blessed day bye bye.
[AGENT][POSITIVE] Alright thanks for calling APO you also bye bye.