AccountId: 011433970860
ContactId: fa2d2640-5fb1-4d62-8487-e7167d6be37e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170470 ms
Total Talk Time (AGENT): 81869 ms
Total Talk Time (CUSTOMER): 77214 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/fa2d2640-5fb1-4d62-8487-e7167d6be37e_20250305T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if you can help me with, uh, to find out a patient's gap insurance information.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I certainly can. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you so much [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII] so I I say OK.
[AGENT][NEUTRAL] Thank you and what is that policy number please?
[CUSTOMER][NEUTRAL] Yeah, so I see here.
[CUSTOMER][NEUTRAL] OK, so I see 021 9.
[CUSTOMER][NEUTRAL] 9514 ML 8.
[AGENT][NEUTRAL] Thank you very much, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, so sorry, give me one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I said that
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 6 1086 my honey.
[AGENT][NEUTRAL] I'm sorry, [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for the information and you're calling for benefits as well for the member?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, just to see if this gap would cover um what would it be covering.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, the policy shows effective as of [PII]. This policy shows active and for outpatient. One moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would this be for an office setting, check one or a facility charge?
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't hear you?
[AGENT][NEUTRAL] Is this for an office setting?
[CUSTOMER][NEUTRAL] Yes, office.
[AGENT][NEUTRAL] OK, please note verification of benefits provided does not guarantee payment. Um, the member does not have a benefit to cover for the office visit fee. However, there is a possibility that we can cover services or procedures in the office that falls under the outpatient max of $3000 for the calendar year.
[CUSTOMER][NEUTRAL] So does not cover visits, but it covers procedures itself, right?
[AGENT][NEUTRAL] It could cover, it could help cover procedures itself inside the office.
[CUSTOMER][NEUTRAL] OK, procedures and hospital visits and stuff like that, right?
[AGENT][NEUTRAL] Yes, ER visits, urgent care clinics, yes, visits, yes.
[CUSTOMER][NEUTRAL] Me, OK, perfect, perfect, um, can I just have a reference number for this so I can give it to the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not use reference numbers. However, you can use my name [PII]. My last initial is [PII], and today's date. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, that would be all my honey thank you so much for all your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome you have a great day. Thanks for calling APL mm bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.