AccountId: 011433970860
ContactId: a3055548-4e49-4788-8388-a2acaff32e86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135020 ms
Total Talk Time (AGENT): 79487 ms
Total Talk Time (CUSTOMER): 35240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a3055548-4e49-4788-8388-a2acaff32e86_20250115T14:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Memorial Cardiac Services. I'm trying to verify if a patient, um, gap insurance will cover diagnostic testing in office setting.
[AGENT][NEUTRAL] OK, sure, I can assist you with that information and.
[CUSTOMER][NEUTRAL] And I didn't get your name. I'm sorry.
[AGENT][NEUTRAL] Sure, it's OK. Um, my name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. Me and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, 01655037.
[AGENT][POSITIVE] OK, thank you. Um
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. And you said you need to know if uh we cover procedures in the office. Um.
[CUSTOMER][NEUTRAL] Yes, diagnostic testing in office.
[AGENT][NEUTRAL] OK, right, 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, and this is one of our secondary supplemental plan to the major medical.
[AGENT][NEUTRAL] And with this one, we do cover office procedures or office treatment and this is subject to the outpatient maximum of $500 per covered person per calendar year, and this includes diagnostic testing in the in the office setting.
[CUSTOMER][NEUTRAL] Oh OK, no problem, and can you provide me with a reference number for the call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Thank you.