AccountId: 011433970860
ContactId: cd905a1a-6a76-4804-b4f0-cb7b9a13aca0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115919 ms
Total Talk Time (AGENT): 48379 ms
Total Talk Time (CUSTOMER): 51728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/cd905a1a-6a76-4804-b4f0-cb7b9a13aca0_20250528T19:19_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, hello, good afternoon. I'm calling from Doctor [PII]'s office. I need to go over benefits on a patient's gap plan.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you and [PII]. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Give me one moment please. Policy number 02286527ML8. Patient's ID number is 11107101.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And what type of benefits did you need to go over?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] So the patient's active on this gap plan. Does she have coverage for procedures rendered in the doctor's office, or is it only for hospital?
[AGENT][NEUTRAL] Uh, well, she has inpatient and outpatient benefits, but this particular policy doesn't have the office treatment rider, so this policy doesn't have any treatment or any coverage for the office.
[CUSTOMER][NEUTRAL] So it's just.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, so no OK, so let me have a reference number. Give me one moment. So it has no base. OK, so don't they have just a reference number that she has no benefits for?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date, and that's [PII].
[CUSTOMER][NEUTRAL] Um, procedures in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright thank you alright bye bye.
[AGENT][NEUTRAL] You're