AccountId: 011433970860
ContactId: 0b0ebad0-bd17-4750-98f9-d5120ea96144
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239210 ms
Total Talk Time (AGENT): 89321 ms
Total Talk Time (CUSTOMER): 72440 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/0b0ebad0-bd17-4750-98f9-d5120ea96144_20250303T21:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] Yeah this is how may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, um, I'm calling just to check a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with patient eligibility. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from Clue?
[CUSTOMER][NEUTRAL] Chaparral Medical Group.
[AGENT][NEUTRAL] OK, and then may I get the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Uh first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 02576313.
[AGENT][POSITIVE] OK, thank you so much and let me look that up.
[CUSTOMER][NEUTRAL] And then what was your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, alright, and you're looking for eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So I do show that
[AGENT][NEUTRAL] [PII] does have an active policy and his effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and then um what's, uh, what's his copay for specialist visit?
[AGENT][NEUTRAL] Uh, let me look at his benefits real quick.
[AGENT][NEUTRAL] Alright, and this is just to verify his coverage it's not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He does not have a copay on this policy.
[AGENT][NEUTRAL] This is a hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it helps with um hospital confinement.
[AGENT][NEUTRAL] He has, um.
[CUSTOMER][NEUTRAL] Oh, just for hospital?
[AGENT][NEUTRAL] Well, he
[AGENT][NEUTRAL] Has an outpatient sickness benefit rider. He gets uh.
[AGENT][NEUTRAL] 4 visits a year that pays $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and then what's the reference number for today's call?
[AGENT][NEUTRAL] You can use my name. It's [PII]
[AGENT][NEUTRAL] Uh, today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help you have a good day, [PII].
[AGENT][POSITIVE] You too thank you for calling APL you have a good rest of your night bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.