AccountId: 011433970860
ContactId: fa825470-4afb-48e6-85d6-81748295e199
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170380 ms
Total Talk Time (AGENT): 69746 ms
Total Talk Time (CUSTOMER): 50147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/fa825470-4afb-48e6-85d6-81748295e199_20250514T18:54_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from, uh doctor's office to get some benefits on a patient's gap insurance.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Mhm. It is 02258.
[CUSTOMER][NEUTRAL] 741.
[CUSTOMER][NEUTRAL] M as in Mary, L 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for an office visit?
[CUSTOMER][NEUTRAL] Uh yes, for a specialist appointment.
[AGENT][NEUTRAL] OK. For treatment provided in the office, we cover up to 1500 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, um, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] The copay is not covered. OK. Give me one second.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, cause he doesn't want to pay his copay, but.
[CUSTOMER][NEUTRAL] We trying to explain to him. 1 2nd.
[CUSTOMER][NEUTRAL] OK, may I have a reference number?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And my name in today's date is the reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much.
[AGENT][POSITIVE] OK OK, thank you, Yaso for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Yeah, right.