AccountId: 011433970860
ContactId: 9b78a942-85af-4cdd-a341-a8512fbae5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99769 ms
Total Talk Time (AGENT): 37572 ms
Total Talk Time (CUSTOMER): 43361 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9b78a942-85af-4cdd-a341-a8512fbae5b4_20250130T16:15_UTC.wav
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[AGENT][NEUTRAL] My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the office of Doctor [PII]. I'm calling to get benefits for a medical supplement plan.
[AGENT][POSITIVE] I'd be happy to assist with benefits today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02132477 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth 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 are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] I do show the per day maximum for outpatient is $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now will this cover the primary insurance copay and deductible up to $500?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any co-pay, deductible or co-insurance with this, uh, supplement plan? No? OK. And do you have a reference number for today's call?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That'll be all for today thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.