AccountId: 011433970860
ContactId: f8306ed3-3a61-42e2-8259-068743e25a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282399 ms
Total Talk Time (AGENT): 110623 ms
Total Talk Time (CUSTOMER): 140891 ms
Interruptions: 2
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f8306ed3-3a61-42e2-8259-068743e25a48_20250115T14:11_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] I'm doing well, thank you for asking. How are you today?
[CUSTOMER][NEUTRAL] Uh, well, it's something, right? We're right in the middle.
[AGENT][POSITIVE] That's right. We're gonna make it.
[CUSTOMER][NEUTRAL] We'll make it, we'll make it, yeah. My name is [PII]. I work with Nicholas C Hospital and uh I need to find out about a gap coverage, I believe. Can you help me with that, uh, with, for a patient, see if they, if they have anything.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It would be my
[AGENT][POSITIVE] Sure, it would be my pleasure. And I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Me, it's [PII], [PII]
[AGENT][POSITIVE] [PII], thank you. And what is a good callback number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It's gonna be, oh wait a second, let me click in here.
[CUSTOMER][NEUTRAL] OK, the policy number that I have, OK, it's um.
[CUSTOMER][NEUTRAL] 02312778 M as in mom, L as in Larry.
[CUSTOMER][NEUTRAL] Number 7.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it's um [PII].
[CUSTOMER][NEUTRAL] Tan [PII]. I wish I was born in [PII]. I'll start all over again, huh?
[AGENT][NEUTRAL] Well, it could
[CUSTOMER][NEUTRAL] Oh, I was, I was, I was, I speak out loud. I thought I was speaking to myself, you know, but sometimes I speak out loud. That happens to you too? Yeah, it happens to me a lot. I don't know why. And there are people like, what? Didn't you say? And I said, yeah, I said it, but to my mind, how the hell do you know you can read mys and no, no, you said it out loud. I said, oh my God, it's, I did it again.
[AGENT][NEUTRAL] It does, me too, yeah.
[AGENT][POSITIVE] That's funny.
[AGENT][MIXED] Well, starting all over could be good or it could be bad.
[CUSTOMER][POSITIVE] No more problems, no more, no more debts, no more this, no more that, you know, no more responsibility, you know.
[AGENT][POSITIVE] Yeah, that would be good. Let's start over on the debt thing.
[AGENT][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility and benefits for our.
[AGENT][NEUTRAL] I am showing that this policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a gap, right? They call it gap coverage?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I need to know what's the, what they have.
[CUSTOMER][NEUTRAL] Um, what, what, what is covered for outpatient procedure?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, surgery up to how much per calendar?
[AGENT][POSITIVE] Sure, it'd be my pleasure to assist you with that benefit as well. So this policy does have outpatient coverage.
[AGENT][NEUTRAL] And we can pay up to $500 per calendar day.
[AGENT][NEUTRAL] Now that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] It was easy.
[AGENT][POSITIVE] Yeah, I like it easy. Mm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, uh, wait, let me see, there's the one, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just wanna make sure on the.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The claim address. OK, I have.
[CUSTOMER][NEUTRAL] [PII], or different?
[AGENT][POSITIVE] That is correct. You are right.
[CUSTOMER][NEUTRAL] Oh, I got it correct. OK, OK. No, sometimes they, they change it, yeah.
[AGENT][POSITIVE] Yeah, you get 100.
[CUSTOMER][POSITIVE] I get 100? Good, good.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm happy. Alright, cool. That's all I needed to know that way I can uh.
[CUSTOMER][NEUTRAL] Call mom, let her know.
[AGENT][POSITIVE] Well, [PII], it's been a pleasure to assist you with those benefits. And is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, no, no, I just need your first name again, last name initial and the reference number.
[AGENT][NEUTRAL] Sure. Reference number is my name and today's date and I spell my name [PII] last name [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you, uh, [PII]. Have a wonderful rest of your day. Bye-bye.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and you have a great day as well.