AccountId: 011433970860
ContactId: a10a9f85-d041-4070-a0aa-dacc88c90ee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208210 ms
Total Talk Time (AGENT): 53905 ms
Total Talk Time (CUSTOMER): 59862 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a10a9f85-d041-4070-a0aa-dacc88c90ee4_20250228T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I called a couple of weeks ago and like to see if services were covered by gap insurance because of, uh, a client says that it would cover her co-pays. And anyway, uh, she's gotten information back that her co-pays are not covered, so I'm calling to find out what's going on.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, and your last, excuse me, your callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and are you calling from the provider's office are you calling?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 02280947
[AGENT][POSITIVE] I'm so sorry, [PII]. I'm, I'm so sorry. I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. 0.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 222.
[CUSTOMER][NEUTRAL] 80947
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for that verification process and what are the dates of service and charge amount please?
[CUSTOMER][NEUTRAL] Uh, [PII] for 200.
[AGENT][NEUTRAL] OK, I show that claim received. Yes, I'm sorry, it does not cover office visits or services inside the office visit. Those are not covered, non-covered services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, just a second.
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII].
[CUSTOMER][NEUTRAL] And you said this policy doesn't cover what again?
[AGENT][NEUTRAL] The policy does not cover office visits or services procedures inside the doctor's office.
[CUSTOMER][NEUTRAL] OK, can I get a reference for that?
[AGENT][NEUTRAL] Uh, we don't use reference numbers. Um, [PII], you can use my name in today's date. Anything else I can help you with, please?
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.