AccountId: 011433970860
ContactId: acbb6787-6b9e-43cf-866d-5bf5b8d44bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115400 ms
Total Talk Time (AGENT): 65108 ms
Total Talk Time (CUSTOMER): 39551 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/acbb6787-6b9e-43cf-866d-5bf5b8d44bd4_20250305T20:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting me too. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? Good afternoon. My name is [PII]. I'm calling from Miami vascular surgery. I was just trying to see the coverage benefits, um, regarding this patient's, uh, plan with you guys.
[AGENT][NEUTRAL] I can certainly help with benefits, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02295813 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Now, this is a secondary or gap insurance and what it does is it picks up the deductible, co-payment or co-insurance for uh inpatient hospital, outpatient hospital, um.
[AGENT][NEUTRAL] Uh, critical care, uh, treatment within a physician's office. So for outpatient services,
[AGENT][NEUTRAL] What we will do is we'll pick up the deductible, co-payment or co-insurance up to $3500 per calendar year or $8200 for for, uh, inpatient services. And that's just a verification of those benefits, not a guarantee of payment. Um, office visits are not covered, by the way.
[CUSTOMER][NEUTRAL] Office visits are not covered. Perfect, thank you. Let me write that down.
[AGENT][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] The treatment within the physician's offices.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And then I'm sorry about that, may I please have a reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference. Is there anything else at all I can help with?
[CUSTOMER][POSITIVE] That is it thank you so much [PII]. I hope you have a great one.
[AGENT][POSITIVE] OK, thanks for contacting API.