AccountId: 011433970860
ContactId: fbe80f1a-eba9-45a1-a52f-46957ffb2d91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119459 ms
Total Talk Time (AGENT): 67144 ms
Total Talk Time (CUSTOMER): 46106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/fbe80f1a-eba9-45a1-a52f-46957ffb2d91_20250106T21:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, um, good afternoon. I'm calling from Doctor [PII]'s office. I need to go with benefits on a patient's gap plan.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. And may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02250392ML8
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm, thank you, Ms. [PII]. And is it, for what type of service? Is it just office visit or is it a procedure?
[CUSTOMER][NEUTRAL] No, um, I, I don't think this covers office visits, um, any procedures rendered in the office because she has a deductible plan with her primary insurance, I need to know if this plan would cover.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see, we have an outpatient maximum of 1750 per covered person per calendar year. Now, this particular policy doesn't have any office coverage, so no, office procedures are not covered either.
[CUSTOMER][NEUTRAL] Right, procedures in the office would not be covered.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so may I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's name if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes, and last initial [PII].
[CUSTOMER][NEUTRAL] OK, so [PII]. OK, thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Thank you for calling ATL. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Alright bye bye thanks.
[CUSTOMER][POSITIVE] Welcome you too bye bye.
[AGENT][NEUTRAL] Mm