AccountId: 011433970860
ContactId: aed30887-65a8-4679-9986-24b47f465352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110279 ms
Total Talk Time (AGENT): 50393 ms
Total Talk Time (CUSTOMER): 28210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/aed30887-65a8-4679-9986-24b47f465352_20250609T13:00_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to verify the patient gap plan is still active.
[AGENT][POSITIVE] All right. Happy to check benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 2431045 is what I have.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so for specialist copayment you'll cover that or is it just for testing?
[AGENT][NEUTRAL] Let me see if it covers any sort of office visit. Give me just a second, one moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. So it does look like under the patient plan, the office visit fee is not going to be covered. It will cover treatment inside of the office visit, you know, at a physician's office but not the office visit fee.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you have a have a nice one.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too bye bye.