AccountId: 011433970860
ContactId: 0e465b57-70ab-4b33-9704-c486e41858f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 71472 ms
Total Talk Time (CUSTOMER): 38299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0e465b57-70ab-4b33-9704-c486e41858f9_20250515T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to verify benefits on a patient.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is sorry I wasn't quite ready 02597080.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And then if I could get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you. So patient is active. Uh, the effective date on here is gonna be [PII].
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how do you guys pay for primary care physician office visit?
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] This benefit is on here.
[AGENT][NEUTRAL] All right, so the patient's plan is a limited benefit hospital indemnity plan.
[AGENT][NEUTRAL] They're allowed a total of 6 visits in a calendar year, and the plan will pay $75 towards the physician office visit.
[CUSTOMER][NEUTRAL] OK, is there any type of write off?
[CUSTOMER][NEUTRAL] Like, is there an allowable that you guys have?
[AGENT][NEUTRAL] No it just it pays that you know for this it just pays that set amount and then it's really up to facility provider, you know, as far as what patient responsibility is.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and do you have a reference number for this call?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. It's my name with my last initial, then today's date. My name again is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just today's date
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye.