AccountId: 011433970860
ContactId: ca10ce06-db96-4eff-9760-4da555798fe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144940 ms
Total Talk Time (AGENT): 67227 ms
Total Talk Time (CUSTOMER): 43121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ca10ce06-db96-4eff-9760-4da555798fe0_20250108T22:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes hi my name is [PII] I'm calling because I need benefits on a patient. Yes.
[AGENT][NEUTRAL] OK, I can help you with the benefits and [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 1475899 ML 8. Yes.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this particular policy is no longer active, um, as of [PII], but there is an active policy, um.
[CUSTOMER][NEUTRAL] What's the new ID number?
[AGENT][NEUTRAL] 250
[AGENT][NEUTRAL] 279 8.
[AGENT][NEUTRAL] And it's been effective since [PII]?
[AGENT][NEUTRAL] And what type of benefits did you want to go over?
[CUSTOMER][NEUTRAL] So she has a deductible with her primary plan, so does this um gap plan cover procedures in the office?
[AGENT][NEUTRAL] In the office, hold on one moment.
[AGENT][NEUTRAL] All right, so she does have the office treatment rider which um should cover any treatment done in the office as treatment or procedures as long as it's not um cosmetic and that comes out of outpatient, which is up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, all right, so.
[CUSTOMER][NEUTRAL] Fax it. OK, let me have a reference number that she is covered for procedures in the office.
[AGENT][NEUTRAL] The call reference would be my
[CUSTOMER][NEUTRAL] Give me one second. Hold on please, hold on. 30.
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right great thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO.