AccountId: 011433970860
ContactId: dd8a4d6f-f5cc-4043-bafb-5ae6f85d4664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124220 ms
Total Talk Time (AGENT): 65109 ms
Total Talk Time (CUSTOMER): 35733 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/dd8a4d6f-f5cc-4043-bafb-5ae6f85d4664_20250421T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Center for Digestive Medicine. I was just calling to see what benefits the patient has with the gap insurance.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] 02467425
[AGENT][POSITIVE] OK, and to repeat, I have that as 02467425. Thank you.
[AGENT][POSITIVE] Verify the patient's name and date of birth. Thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. I have it pulled up and you're calling for outpatient benefits for this number. Give me one moment.
[CUSTOMER][POSITIVE] That's yes, that's correct.
[AGENT][NEUTRAL] OK, thank you so much. Now she shows effective as of [PII] and this policy shows active as a supplemental and for outpatient. Please note verification of benefits provided does not guarantee payment.
[AGENT][NEUTRAL] The outpatient max for the year is $5000. Um, she has no deductible or out of pocket to meet with us. We pay up to $5000 to help with her major medical deductible, co-pay, and co-insurance.
[CUSTOMER][POSITIVE] Perfect, has she used anything of that 5000?
[AGENT][NEUTRAL] Let me check that for you one moment please.
[AGENT][NEUTRAL] No, she has not.
[CUSTOMER][POSITIVE] Perfect. OK, um, I think I'm all set. May I have a reference number for this call, please?
[AGENT][NEUTRAL] OK, you're welcome. We do not provide reference numbers. You can use my name. My last initial is [PII] and today's date, and we thank you for calling us at APL. Hope you have a great week.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.