AccountId: 011433970860
ContactId: f8a2b277-d728-49c6-900e-fadf6736b277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125919 ms
Total Talk Time (AGENT): 62420 ms
Total Talk Time (CUSTOMER): 57746 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f8a2b277-d728-49c6-900e-fadf6736b277_20250213T17:28_UTC.wav
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[CUSTOMER][NEUTRAL] Giving a gap insurance you need to verify it because he just need to pay because you have this. Hi, yes, how are you?
[AGENT][NEUTRAL] Thank you for calling CTL. This is [PII]. How can I help you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Trying to verify, good, I'm calling from a doctor's office. I needed to verify a member's benefits with the policy, please.
[AGENT][POSITIVE] Yeah, I can check benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, for outpatient benefits it's 02199624 ML8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays. And of course I will let you know verification of coverage is not a guarantee of payment for claims. Uh, so their outpatient benefit is on a per calendar day basis. Um, it pays $200 max per calendar day.
[CUSTOMER][NEUTRAL] OK, and how much um does the policy cover overall for the year?
[AGENT][NEUTRAL] It doesn't have a yearly max for outpatient it's simply a daily maximum.
[CUSTOMER][NEUTRAL] OK, so daily 200 and it covers co-pay, deductible and co-insurance after the major insurance test.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Right after major medical. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem.
[AGENT][NEUTRAL] Alright, anything else I can help you with?
[CUSTOMER][NEUTRAL] No that's it in your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling HPL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.