AccountId: 011433970860
ContactId: a6b8b78e-6613-4120-b42f-1c2534ef6d3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157279 ms
Total Talk Time (AGENT): 60769 ms
Total Talk Time (CUSTOMER): 66983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a6b8b78e-6613-4120-b42f-1c2534ef6d3f_20250613T14:44_UTC.wav
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[AGENT][NEUTRAL] For calling APM. My name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] Yes, good morning. I need, I need some benefits for a patient, please.
[AGENT][POSITIVE] I'll be happy to assist with benefits today. May I have your first name please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is, what is the policy number?
[CUSTOMER][NEUTRAL] Yes, sure. Policy number is 02508096M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm. His name is [PII] and 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 outpatient per day maximum is $750.
[CUSTOMER][NEUTRAL] OK. $750.
[CUSTOMER][NEUTRAL] Is it, I'm sorry, uh, so for co-payment or is the percentage that you covered?
[AGENT][NEUTRAL] We're the gap insurance, so we will be responsible for their patient responsibility up to that maximum per day.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] What is the, is the gap insurance like, right, supplemental?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, perfect. Let me see, may I have your PO box or billing address for your claims please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that's in [PII]?
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I have, uh, is there any visit limitations for specialist visits for this time?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK perfect may I have your name and reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No thank you so much have a good day bye bye.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.