AccountId: 011433970860
ContactId: f68e45cc-e917-43eb-be7e-3952cc77270f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145119 ms
Total Talk Time (AGENT): 87601 ms
Total Talk Time (CUSTOMER): 54069 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f68e45cc-e917-43eb-be7e-3952cc77270f_20250108T14:04_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] calling from the provider's office. I need um some information in a member plan, please.
[AGENT][POSITIVE] Morning, it would be a pleasure to assist you with policy information for a patient. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] 02032991 MLA
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you. And Miss [PII], I've got [PII]'s policy pulled up. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to know. I know this is a supplement insurance, correct? Like a gap insurance?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, I need to know, uh, if you have any cover for office visit or ultrasounds done in the office.
[AGENT][POSITIVE] All right, and it would be my pleasure to assist you with those benefits as well. Now, Ms. [PII]'s policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For the office visit.
[AGENT][NEUTRAL] She does not have coverage for the office visit co-pay. Now, she does have benefits for any procedures or treatments, including diagnostic testing in the office, and that benefit amount is $7350 per calendar year that we can pay toward her deductible co-pay or co-insurance. Now that is a verification coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Payment. OK, alright, can I have the reference number?
[AGENT][NEUTRAL] And at this time.
[AGENT][NEUTRAL] Yes, ma'am. The reference number is my name and today's date. I spell my name [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][POSITIVE] OK beautiful thank you so much.
[AGENT][POSITIVE] And it's been such a pleasure to assist you with those benefits. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you, sweetheart. No, have a wonderful day. Thank you so much for your help.
[AGENT][POSITIVE] [PII], I hope you have a wonderful day. It's been a pleasure to assist you and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.