AccountId: 011433970860
ContactId: 11c9ba7a-37d8-499a-8ee2-fc0315353b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159119 ms
Total Talk Time (AGENT): 92503 ms
Total Talk Time (CUSTOMER): 39558 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/11c9ba7a-37d8-499a-8ee2-fc0315353b26_20250501T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I was calling to verify eligibility and benefits.
[AGENT][NEUTRAL] Hey, [PII], you're needing to verify eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] It is 02580700.
[AGENT][NEUTRAL] Thank you, one moment please while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you will be a verification of benefits and not a guarantee of payment. What is the patient's name, please, and date of birth?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Um, it's [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I do show that he is a dependent on this limited benefit plan and this policy is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of benefit information are you needing? Again, this is not major medical coverage. This is a hospital indemnity limited benefit plan. So inpatient, outpatient or office?
[CUSTOMER][NEUTRAL] Um, office, it's an urgent care. Thank you.
[AGENT][NEUTRAL] OK, so um let me.
[CUSTOMER][POSITIVE] Yes ma'am I'm listening sorry.
[AGENT][NEUTRAL] OK. Oh, that's OK. All right, so on this plan that they have with APL office visits are not one of the covered benefits.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So just for the hospital.
[AGENT][NEUTRAL] Yes, ma'am. Or for like outpatient surgery that, you know, even if it's in a physician's office or certain diagnostic testing, but not for just an office visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you [PII].
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, well, if that's all I can help you with, [PII], thanks again for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Bye bye.