AccountId: 011433970860
ContactId: dd075ab2-bd8f-4f57-977a-1f6a174deb09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122620 ms
Total Talk Time (AGENT): 48902 ms
Total Talk Time (CUSTOMER): 48761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/dd075ab2-bd8f-4f57-977a-1f6a174deb09_20250428T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from the provider's office. I need some information in the member's plan, please.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 02035273 ML 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. And then how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I need to know if this gap insurance is uh currently active I mean if it covers any office visits and ultrasounds done in office.
[AGENT][NEUTRAL] OK, um, this is not a guarantee of payment, basic outline of the policy. Uh, looks like her plan is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And let me pull up the benefits. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] Uh, for this policy, they have a $7350 per covered person per calendar year maximum payout.
[AGENT][NEUTRAL] Uh, it does not, uh, pay for the actual office visit, but it will pay for treatment and procedures in office under that benefit.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] Beautiful. Thank you. Can I have a reference number please from this phone call?
[AGENT][NEUTRAL] It's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Beautiful thank you no my love thank you have a wonderful day thank you.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye.