AccountId: 011433970860
ContactId: ca750683-7f03-46f6-b1a8-fc4c2f8e244e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97059 ms
Total Talk Time (AGENT): 50967 ms
Total Talk Time (CUSTOMER): 38758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ca750683-7f03-46f6-b1a8-fc4c2f8e244e_20250128T15:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify um a gap insurance for a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] And and if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, his policy number is 01702709.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, in outpatient, uh, we're primary care.
[AGENT][NEUTRAL] OK, I do show for treatment in an office or clinic setting that would fall under outpatient. The calendar year maximum is $4000.
[AGENT][NEUTRAL] And I do show that only the treatment and procedures at the visit would be covered, uh, the copay that's associated with the physician's charges would not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and what is the reference number to this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Alrighty, thank you, no that was it. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.