AccountId: 011433970860
ContactId: bcaac2a8-7acb-4a0b-a7cd-702043c03552
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215000 ms
Total Talk Time (AGENT): 84828 ms
Total Talk Time (CUSTOMER): 58649 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bcaac2a8-7acb-4a0b-a7cd-702043c03552_20250623T19:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to verify benefits on a patient for a gap insurance.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[AGENT][NEUTRAL] And can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] And do you have a phone? OK, thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 80138. [PII].
[AGENT][NEUTRAL] That's not enough numbers for our policy number. Do you have their social security number?
[AGENT][NEUTRAL] Or if you have a copy of their card, it's gonna be.
[CUSTOMER][NEUTRAL] Uh, let me check, hold on, because she.
[CUSTOMER][NEUTRAL] I have the social because that's what she gave me [PII].
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, yes, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm sorry, what was her name?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you're wanting benefits?
[CUSTOMER][NEUTRAL] Correct, yes. Um, I believe it's a gap insurance, so I would like to know how much it would covered.
[AGENT][NEUTRAL] OK, I can help you with that. Is it for outpatient, inpatient, or doctor's office?
[CUSTOMER][NEUTRAL] Outpatient. Patients coming for diagnostic hospital outpatient facility.
[AGENT][NEUTRAL] OK, the effective date is [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] It coordinates with the primary insurance, whatever the primary applies to their deductible copay or co-insurance only, we'll pay up to $8700 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, have they met
[AGENT][NEUTRAL] Hold on just a moment, I can check for you.
[AGENT][NEGATIVE] No, ma'am, they have not met anything.
[CUSTOMER][POSITIVE] OK, perfect. All right, so they have available 8700, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[AGENT][NEUTRAL] Oh, let me give you the policy number.
[AGENT][NEUTRAL] It is 02639888.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.