AccountId: 011433970860
ContactId: 14f61ce6-24a6-468e-9f91-44dfe1eed518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209839 ms
Total Talk Time (AGENT): 107868 ms
Total Talk Time (CUSTOMER): 49097 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/14f61ce6-24a6-468e-9f91-44dfe1eed518_20250110T15:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from SSM Health Medical Group. I am just calling to check on eligibility of a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility, Miss. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure thing, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It looks like it is 650641.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Mm, thank you, Ms. [PII]. You said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our hospital indemnity plans.
[CUSTOMER][NEUTRAL] OK, so when you say the hospital indemnity plan, is that just for hospital gap coverage or is it for office visits as well?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It has office visit. Let me go ahead and get that information. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And this would be a secondary coverage then correct?
[AGENT][NEUTRAL] Um, usually, uh, they use it as a secondary or just uh as a primary. It's an indemnity amount it's an indemnity plan. I'm sorry, so, um, it.
[AGENT][NEUTRAL] They use it either way, either for major medical or for secondary. So yeah. Um, let me go ahead and pull the benefits really quick on this one, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, sure thing.
[CUSTOMER][NEUTRAL] And while you're doing that, would you mind spelling your name for me so I can put it down on my call?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure. My name is [PII]'s [PII]. That initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. All right, and OK, the paperwork is coming up. It's just taking a little bit.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] A few pages.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm just trying to make sure that it does cover office. Um, a lot of them do, um, this one is uncertain it's an old policy, so let me make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When writers.
[AGENT][NEUTRAL] Yes, it does cover office visit and this is not a guarantee of payment, just a verification of coverage. It looks like we cover $25 per visit.
[CUSTOMER][POSITIVE] OK perfect thank you so much and so is there a reference number for today's call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name in today's name.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help today I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.