AccountId: 011433970860
ContactId: 98f18489-63b0-417c-bf7b-dbf8273e1aeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153789 ms
Total Talk Time (AGENT): 52025 ms
Total Talk Time (CUSTOMER): 76770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/98f18489-63b0-417c-bf7b-dbf8273e1aeb_20250528T16:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], uh, my name is [PII]. That's [PII]. I'm calling from a doctor's office. I'm just trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be um 948,730.
[AGENT][NEUTRAL] Thank you one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII]. She is active on the policy. And what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I just wanna make sure she's, um, she said that she has, uh, Cigna as primary and you guys as her secondary supplemental plan. So, mostly I just wanna know what she's responsible for after the primary process claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, we don't give amount of what she's responsible for. I can give you benefit amount of what she's covered for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for outpatient or in hospital?
[CUSTOMER][NEUTRAL] It's in office, um, like specialist visit, ultrasound, and surgery in office.
[AGENT][NEUTRAL] Uh, it's not covered. Uh, the policy doesn't cover any office visits, nor does it cover any procedures in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK, only like outpatient or inpatient?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] But not office, OK, they do not.
[CUSTOMER][NEUTRAL] Colorado of services.
[CUSTOMER][NEUTRAL] OK, alrighty, I guess I should do it. Can I, do you have a reference number I can use?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Be