AccountId: 011433970860
ContactId: 9568add6-a6c1-4dd7-91cc-b98e11040899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130059 ms
Total Talk Time (AGENT): 60991 ms
Total Talk Time (CUSTOMER): 54793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9568add6-a6c1-4dd7-91cc-b98e11040899_20250310T16:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, um, [PII], I'm calling from Doctor [PII]'s office. I need to go with benefits on a patient please.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today. May I have your first name, please?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is.
[CUSTOMER][NEUTRAL] 01780660 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And will this be for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] It's for outpatients, so the patient has a deductible with the primary plan, and I need to know if uh procedures rendered in the doctor's office will be covered. I know that the office visit usually is not covered, but I need to know if the procedures will be covered.
[AGENT][NEGATIVE] No, even with this policy, not even the procedures, they don't have the office treatment writer on their plan.
[CUSTOMER][NEUTRAL] They don't have it?
[AGENT][NEUTRAL] No, not this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] For outpatient they don't have it?
[AGENT][NEUTRAL] Not in an office or clinic setting. This policy does not have the office treatment writer, so no.
[CUSTOMER][NEUTRAL] OK, so, uh, OK, so then the gap plan does not cover any procedures rendered in the doctor's office, and I'm talking biopsies. I'm not talking office visits.
[AGENT][NEUTRAL] I understand what you're saying and I'm confirming that nothing, nothing that happens at that office visit will be covered because they do not have the office treatment rider.
[CUSTOMER][NEUTRAL] All right then, let me have a reference number, thank you.
[AGENT][NEUTRAL] Reference is just my name [PII]. Last [PII] [PII], and the date and time of the call. Was there anything else I could assist you today?
[CUSTOMER][NEUTRAL] So [PII] date and time. No, that will be all thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Mhm.