AccountId: 011433970860
ContactId: cf3e09c5-06e8-4367-a1aa-f0f921119d82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136539 ms
Total Talk Time (AGENT): 93851 ms
Total Talk Time (CUSTOMER): 43010 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/cf3e09c5-06e8-4367-a1aa-f0f921119d82_20250312T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I don't know, can figure it out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, hello, my name is [PII]. I'm calling from Doctor [PII]'s office. I need to go with benefits on the patients.
[AGENT][POSITIVE] Alrighty, I'll be glad to help you, [PII]. Give me a good policy number.
[CUSTOMER][NEUTRAL] Policy number is 02488890ML8.
[AGENT][POSITIVE] Alrighty, thank you so much for that information, [PII]. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for all that information. Now, your patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Looks like [PII], I mean, uh, [PII] is the insured on this medical supplemental plan to show the original effective date. Excuse me, a [PII]. She is still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I need to know if this gap plan will cover procedures rendered in the doctor's office. The patient has a deductible with her primary plan.
[AGENT][POSITIVE] Alrighty, let me get over to those benefits. Let's see what she has.
[AGENT][NEUTRAL] OK, of course, what we are is her medical supplemental plan, so the only thing that we would pick up and pay on is for sickness and injury that is applied towards her deductible, co-pay, or co-insurance and her primary insurance carrier. Now, under the, go ahead.
[CUSTOMER][NEUTRAL] OK, so you, are you, you pick up procedures rendered in the office?
[AGENT][NEUTRAL] Yes, they do not have office visit coverage, the exact office visit, but anything done in the office. Yes, ma'am, has a zero deductible and a $1000. They have $1000. Um, we don't get reference numbers, and is that all I can help you with?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, the procedure is covered. OK, so may I have a reference number for the call?
[CUSTOMER][NEUTRAL] Yeah, may I have a reference number?
[CUSTOMER][NEUTRAL] Yes, what's your name so I can use that as a reference number?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK great thank you bye bye thanks.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.