AccountId: 011433970860
ContactId: 9966b034-8260-4fd2-9064-9f6147b8c6c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136740 ms
Total Talk Time (AGENT): 67307 ms
Total Talk Time (CUSTOMER): 52029 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9966b034-8260-4fd2-9064-9f6147b8c6c4_20250505T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, so I'm calling from Doctor [PII]'s office. I have a patient, um, who has a gap plan, and I need to know. I, I'm calling for the benefits of the gap plan. She has a deductible with the primary plan. Any procedures reed in the office will be subject to to the deductible.
[AGENT][NEUTRAL] OK, sure. I can assist you with benefits for office treatments. And may I have your name?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], that's [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02355950 MLH
[AGENT][NEUTRAL] OK. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] um [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And this is one of our secondary supplemental plan to the major medical. We do cover office procedures and this is subject to the outpatient maximum which is 1000 per day.
[CUSTOMER][NEUTRAL] OK, so he has benefits for procedures run in the doctor's office?
[AGENT][NEUTRAL] Yes, correct. Yeah, we only cover the procedures when they're in the office. We do not cover the office visit, but we do cover procedures.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so
[CUSTOMER][NEUTRAL] OK great so may I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] SOL in today state.
[AGENT][NEUTRAL] Yes, SOL last initial M and today's date. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great alright thank you alright bye bye thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Ms. [PII] and thank you for calling EPL. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You too bye bye thank you bye bye.
[AGENT][NEUTRAL] Yeah