AccountId: 011433970860
ContactId: ce012db8-2ff6-4e74-ba90-74864c1e912e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112099 ms
Total Talk Time (AGENT): 69741 ms
Total Talk Time (CUSTOMER): 34732 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/ce012db8-2ff6-4e74-ba90-74864c1e912e_20250314T12:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify active coverage for patient of ours.
[AGENT][NEUTRAL] Yes, I can certainly help with uh with the coverage and what is the um
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] I have 02.
[CUSTOMER][NEUTRAL] 292668
[AGENT][NEUTRAL] Thank you. And with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from Allergy Partners of the Upstate.
[AGENT][NEUTRAL] OK, thank you very much, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], I think it's Busy. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Now this is a secondary or gap insurance and it's meant to pick up the deductible, co-payment or co-insurance from the major medical. So for outpatient services such as treatment or uh or procedures within a physician's office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll pick up the deductible, co-payment, or co-insurance up to $500 per calendar day. It's just a verification benefits, not a guarantee of payment. [PII], that does not include the office visit, um, uh, co-pay. So, uh, the opposite no uh office visit, uh, benefits, but treatment within a physician's office is certainly covered. Is there, is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a reference.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as our reference.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] Well thank you for contacting AP have a good day.