AccountId: 011433970860
ContactId: dd768be5-1004-457e-a600-1392109e0224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118139 ms
Total Talk Time (AGENT): 37298 ms
Total Talk Time (CUSTOMER): 63759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/dd768be5-1004-457e-a600-1392109e0224_20250108T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], um, good afternoon. I'm calling from the provider's office of Orthoel. My name is [PII], and a good call back number for us is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Uh yes, so I was just calling um to confirm with you guys as the gap insurance for mutual patient. Um, the patient's name is [PII] if you need her date of birth.
[AGENT][NEUTRAL] OK, do we have a policy number by chance?
[CUSTOMER][NEUTRAL] Uh, yes, I have that. It's gonna be 1545.
[CUSTOMER][NEUTRAL] 837 M as in Mary, L as in lollipop 8.
[AGENT][NEUTRAL] All right, and then if I could get date of birth, please?
[CUSTOMER][NEUTRAL] Yes, let me get that to you. It's [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date on this is [PII]. It is a secondary insurance, so it covers deductible, co-pay, and co-insurance of primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK perfect so you guys do cover from the primary from her United Healthcare I believe it was.
[AGENT][NEUTRAL] Mhm. And it looks like the outpatient benefit max is 1250 for the year.
[CUSTOMER][NEUTRAL] Let me see, OK.
[CUSTOMER][NEUTRAL] 12:50 OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me just put that here.
[CUSTOMER][NEUTRAL] And you said your name was [PII]. What's the initial of your last name?
[AGENT][NEUTRAL] It is gonna be [PII].
[CUSTOMER][NEUTRAL] OK perfect and um the reference number for the call is uh your name and today's date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty that's all I needed thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.