AccountId: 011433970860
ContactId: 0117090c-ee86-4891-bf7a-dc328af09ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333850 ms
Total Talk Time (AGENT): 161479 ms
Total Talk Time (CUSTOMER): 102150 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/0117090c-ee86-4891-bf7a-dc328af09ce5_20250623T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] from Pain Management Centers of America. And initial to my last name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, actually, I have a patient. I'm looking for the patient eligibility and benefits.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good.
[CUSTOMER][NEUTRAL] So, could you help me with that?
[AGENT][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the policy number begin with the letter D like Delta.
[CUSTOMER][NEUTRAL] And the number 47.
[CUSTOMER][NEUTRAL] 305981
[AGENT][NEUTRAL] Alright, [PII], that is not one of our policy numbers. Uh, ours do not have any letters in it. Do you see anything it's like an eight-digit certificate number?
[CUSTOMER][NEUTRAL] Uh, just a moment. Uh, OK. So just try with this, sir, it's 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 59
[CUSTOMER][NEUTRAL] 671-3.
[AGENT][NEUTRAL] That sounds more like it, [PII]. OK, thank you for that. Let me get that keyed in. Now [PII], while I'm keying this in, go ahead and give me a good return telephone call number please sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with the extension of [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information.
[AGENT][NEUTRAL] And your patient's name and date of birth today, please, sir?
[CUSTOMER][NEUTRAL] Yeah. The patient's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for all that information. Looks like [PII] is the insured on this hospital indemnity plan. I do show his original effective date is [PII]. He is current and active, but I must advise that verification of coverage is not a guarantee of payment, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Actually, I am looking for the specialist office visit benefits.
[AGENT][NEUTRAL] Alrighty, let me get that pack pulled up. Bear with me just a moment. Let's see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My computer is moving a little slow, [PII], so bear with me, OK?
[CUSTOMER][NEUTRAL] OK, no way.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, then, um, I have it pulled up now. OK, is this for sickness and injury or or wellness?
[CUSTOMER][NEUTRAL] Uh, actually, just this for the, mm, uh, allow me ma'am, uh, is this for the injury?
[AGENT][NEUTRAL] OK, alright, that's for the X-ray. OK. And of course I can always take this benefit cannot guarantee payment, but under this hospital indemnity plan, patient does have 4 office visits payable per calendar year, and we pay a flat fee of $50 on each visit, no deductible, no co-insurance.
[CUSTOMER][NEUTRAL] OK. So may I know how much is the patient has used today until today?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] All right, [PII], as of today, he's not used any benefit, period. So he will have those 4 available as of today, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For the each visit, the insurance will going to cover $50 right?
[AGENT][POSITIVE] That is correct, $50.
[CUSTOMER][NEUTRAL] OK, thanks for that information. OK. I missed your name. Can I get your name once again? No, that thanks for today. No, that thanks.
[AGENT][NEUTRAL] Yes, sir. Is there anything?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, [PII], uh, yeah, we don't give reference numbers. Yes, my name is [PII]. That is spelled [PII] in [PII].
[CUSTOMER][NEUTRAL] I miss your name. Can I get your name once again, please?
[CUSTOMER][NEUTRAL] Could you spell for me?
[AGENT][NEUTRAL] [PII] yes.
[AGENT][NEUTRAL] Is that all I can help you with today [PII]?
[CUSTOMER][NEUTRAL] Yeah, now that time for today. So can I get the qualify for this conversation, please?
[AGENT][NEUTRAL] We don't give call reference number then, but you can use my name in today's date, OK?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK. And, uh, and can you please also confirm your last name to me?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is that all that I can help you with?
[CUSTOMER][POSITIVE] Yeah, OK, thanks for that information. I hope you have a wonderful day. Bye for now.
[AGENT][POSITIVE] You as well being and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.