AccountId: 011433970860
ContactId: b286b65c-a729-4f90-9899-7749ca0bea8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119099 ms
Total Talk Time (AGENT): 63269 ms
Total Talk Time (CUSTOMER): 37413 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b286b65c-a729-4f90-9899-7749ca0bea8a_20250407T12:33_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I'm calling to get, um, to verify benefits for Gap or Second Insurance.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Supplements.
[CUSTOMER][NEUTRAL] Alright, it's [PII], um, no uh no extension direct line.
[AGENT][NEUTRAL] OK. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] It is 021-73468 ML 8. patient's name is [PII], 12-24, 1960.
[AGENT][NEUTRAL] OK, thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Yeah, outpatient office visit.
[AGENT][NEUTRAL] OK, for services provided in office, we cover up to 7000 per calendar year and that's for the um co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And if I can have just your name initial to your last name and then a reference number for today's son.
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Mhm thank you, [PII] for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.