AccountId: 011433970860
ContactId: d9d1a833-2299-454e-9449-4d245a3cfdd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138899 ms
Total Talk Time (AGENT): 50911 ms
Total Talk Time (CUSTOMER): 47638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d9d1a833-2299-454e-9449-4d245a3cfdd8_20250314T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII]. I'm calling from Doctor [PII]'s office. My name is [PII]. I need benefits on a patient's gap plan, please.
[AGENT][POSITIVE] All right, I'm happy to check benefits. What's your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02462244ML8.
[AGENT][NEUTRAL] Alright, thank you, [PII]. Let me pull this up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. So the patient is active. The effective date is [PII]. And are we looking for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, our patient down in the specialist office, she has a deductible with her primary plan. Any procedures rendered in the doctor's office would be subject to the patient's, um, deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like their outpatient benefit amount on their plan is 750 per calendar day.
[CUSTOMER][NEUTRAL] OK, so she has benefits for procedures rendered in the office up to $750 per day.
[AGENT][NEUTRAL] Mhm. Correct. Yeah. Let me just see if the plan's gonna cover any office visit fee. Just one moment.
[CUSTOMER][NEUTRAL] It doesn't cover offices this is just for the procedures.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I have a reference number for the call?
[AGENT][NEUTRAL] Yeah, call references my name with my last initial today's date. My name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Are you spell it with an [PII] at the end or no?
[AGENT][NEUTRAL] Yes, there's an [PII].
[CUSTOMER][NEUTRAL] So it's [PII] in today's date, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.