AccountId: 011433970860
ContactId: f3a6c2be-d499-46e5-91f5-40109e324564
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90400 ms
Total Talk Time (AGENT): 48980 ms
Total Talk Time (CUSTOMER): 29071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f3a6c2be-d499-46e5-91f5-40109e324564_20250422T14:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I was calling because I have a patient that's gonna be having an ambulatory surgical procedure and I needed to see her coverage for the gap.
[AGENT][NEUTRAL] Yes, I can certainly look that up. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Mhm 022.
[CUSTOMER][NEUTRAL] 86528 ML 8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Well, I'm looking that up, if I could just have a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active for outpatient services such as you described, we will pick up the deductible, co-payment or co-insurance up to $1000 per calendar year. That is just a verification of those benefits, not a guarantee of payment, and it doesn't look like any of those benefits have been used at all this calendar year.
[AGENT][NEUTRAL] Now, is there anything else at all that I can tell you about the, the policy where to send your claims, anything at all?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that'll be all. I can you just have a reference number for the phone call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thanks for contacting AP have a good one.