AccountId: 011433970860
ContactId: 0e18f9a9-3c54-4f55-b92a-277871de92ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176300 ms
Total Talk Time (AGENT): 69988 ms
Total Talk Time (CUSTOMER): 58855 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0e18f9a9-3c54-4f55-b92a-277871de92ad_20250103T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Midlands Neurology and Pain. I'm trying to find out about a uh benefit plan through 90 Degrees.
[AGENT][NEUTRAL] All right, [PII], let's take a look. Do you have a member ID or a policy number?
[CUSTOMER][NEUTRAL] It looks like it's um the employee I have employee ID.
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the employee, what's the
[CUSTOMER][NEUTRAL] The group, um, the employee ID.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] D like David 47007097
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I can't pull them that way. I can I can pull it by their um name or social if you have either one of those.
[CUSTOMER][NEUTRAL] Yeah, I can't pull on that.
[CUSTOMER][NEUTRAL] OK, her social is um [PII].
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] What is the uh first name and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Thank you, [PII]. And are we looking for medical coverage, dental coverage?
[CUSTOMER][NEUTRAL] Yeah, is this a full benefit plan?
[AGENT][NEUTRAL] Well, she has a couple of different plans with us. That's why I was wondering. She has a dental plan and she has a limited benefit medical plan like a hospital indemnity plan.
[CUSTOMER][NEUTRAL] That's what
[CUSTOMER][NEUTRAL] Yeah, that's what I thought. So what's the hospital indemnity plan like it only pays you if you're in the hospital. Is this even medical coverage?
[AGENT][NEUTRAL] It's not major medical. It just pays the set amount depending upon what the patient is being seen for. Are they coming in for an office visit or?
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] Yeah, office visit as specialist office.
[AGENT][NEUTRAL] OK, so patients allowed, it looks like 4 office visits in a year and it's going to pay a benefit amount of $50 towards the visit.
[CUSTOMER][NEUTRAL] And so after 4, so she has to pay anything over 50. So is this like a.
[CUSTOMER][NEUTRAL] She doesn't have realize how limited is this like a primary plan or a secondary?
[AGENT][NEUTRAL] I mean, she could have another insurance. We unfortunately wouldn't have that information if she has like another major medical plan, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You would have to check with her on that, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.