AccountId: 011433970860
ContactId: f1c59d5d-7832-44f7-aac8-5d39bfc630c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190589 ms
Total Talk Time (AGENT): 83339 ms
Total Talk Time (CUSTOMER): 66962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f1c59d5d-7832-44f7-aac8-5d39bfc630c8_20250328T13:48_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, uh, I am checking benefits for a patient. They have the APL as secondary. What information do you need from me?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, yes, I can assist you with benefits. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh my name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] I'm calling from Gastro Health LLC in [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, I have 021 92.
[CUSTOMER][NEUTRAL] 328 the letters M.
[CUSTOMER][NEUTRAL] L and number 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient, ma'am?
[CUSTOMER][NEUTRAL] Uh [PII], that's [PII] Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is a secondary supplemental plan to the major medical and we have an outpatient maximum of 1500 per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, is there a, uh, group number to the plan?
[AGENT][POSITIVE] Mhm. Yes, let me get that for you.
[AGENT][NEUTRAL] OK, the group number is 23806.
[CUSTOMER][NEUTRAL] OK, now what is the actual uh or correct uh claims address?
[AGENT][NEUTRAL] It is the one in [PII], so it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK, and all I need is the initial to your last name and a reference number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII], and we don't have reference numbers. You can use my name in today's date if you would like. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, not at this time, no, ma'am. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.