AccountId: 011433970860
ContactId: f62bd495-9947-4e59-a097-37529fbf2b4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106599 ms
Total Talk Time (AGENT): 46786 ms
Total Talk Time (CUSTOMER): 45871 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/f62bd495-9947-4e59-a097-37529fbf2b4b_20250410T20:31_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Hackensack University Medical Group. I'm just calling to get eligibility on a member today.
[AGENT][NEUTRAL] I can help with eligibility, [PII]. What's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 02262651 M as in Mary, L as in lion, 8.
[AGENT][NEUTRAL] Thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Thank you and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Yes, um, is there a copay for a specialist office visit?
[AGENT][NEUTRAL] So the, the policy covers um
[AGENT][NEUTRAL] The treatment within the physician's office up to $1500 per calendar year and that's just a verification then it's not a guarantee payment. But the specialist office visit is not covered.
[AGENT][NEGATIVE] So that is not gonna be covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome one more question for you, [PII] is there by any chance a call reference number for this call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] you've been a great help.
[AGENT][POSITIVE] Mhm, thanks for contacting API.