AccountId: 011433970860
ContactId: dd87e18d-275c-4d35-9334-084ce9d30713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174470 ms
Total Talk Time (AGENT): 62407 ms
Total Talk Time (CUSTOMER): 64790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/dd87e18d-275c-4d35-9334-084ce9d30713_20250624T21:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you with uh benefits. Uh, I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] It's [PII] it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] initial and my last name is [PII].
[AGENT][NEUTRAL] OK, [PII], um, and then can you give me a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] is my direct line.
[AGENT][NEUTRAL] OK, thank you. And then what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, I have a policy number showing.
[CUSTOMER][NEUTRAL] Um, one moment, the policy number is 02595732.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like the policy is active and effective [PII]. And then do you need um outpatient benefits or?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, is this like a um.
[CUSTOMER][NEUTRAL] What type of plan is it?
[AGENT][NEUTRAL] Um, it's like a secondary gap policy, so it'll pick up after primary processes the claim.
[CUSTOMER][POSITIVE] OK, and um yes, I'm ready for the benefits of that plan.
[AGENT][NEUTRAL] OK, it's not a guarantee payment, basic outline of the policy. Uh, for this plan, they have a $6900 per covered person per calendar year benefit payable. There is a $1000 calendar year deductible that has to be.
[AGENT][NEUTRAL] Oh wait, I'm sorry, hold on.
[AGENT][NEUTRAL] OK, uh, not a deductible, sorry about that.
[AGENT][NEUTRAL] So it's a benefit payable of 6900 per calendar year.
[CUSTOMER][NEUTRAL] OK, and are there any authorizations required for this procedure?
[AGENT][NEUTRAL] No, there's no
[CUSTOMER][NEUTRAL] I'm sorry require you through this insurance?
[AGENT][NEUTRAL] No, no office required.
[CUSTOMER][NEUTRAL] OK and one moment, and can I get the spelling of your name please?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK Miss [PII], and the first initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And is there a reference number for the call or just your name in today's date?
[AGENT][NEUTRAL] Uh just my name in today's state.
[CUSTOMER][POSITIVE] Thank you so much Ms. [PII]. You have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.