AccountId: 011433970860
ContactId: 1a6c8827-3c48-40a3-960a-c413cd49a5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199570 ms
Total Talk Time (AGENT): 75569 ms
Total Talk Time (CUSTOMER): 79760 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1a6c8827-3c48-40a3-960a-c413cd49a5e9_20250528T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work for Alo Health in [PII]. I was calling to verify medical, um, benefits for a mutual patient.
[AGENT][NEUTRAL] I can verify benefits. May I have the policy number?
[CUSTOMER][NEUTRAL] Mhm. Policy number is 02510453.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is a hospital indemnity plan. It is a limited benefit plan and one moment, just waiting on it to load.
[CUSTOMER][NEUTRAL] Let me take that for you, sir.
[AGENT][NEUTRAL] There is no co-pays, only benefit amounts?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, how many office visits per year?
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I can take it for you, sir.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] It's the phone number. Give me just a second. Is that the correct phone number? OK.
[AGENT][NEUTRAL] Physician's office allows $50 per day, max 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK, I'm sorry, can you say that again, ma'am?
[AGENT][NEUTRAL] They allow 4 visits per calendar year, $50 per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $50 per day.
[CUSTOMER][POSITIVE] Alrighty and um.
[CUSTOMER][NEUTRAL] You said there was no copays, uh, is there any deductibles or co-insurances?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and.
[CUSTOMER][NEUTRAL] Uh, hold on, sorry, I'm trying to keep up with my form here. Is there any total maximum payments for each year?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Just the 4 visits.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] Alrighty, 50 per day, no co-insurance, no deductible, and when was this policy effective?
[AGENT][NEUTRAL] Policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Or no term date.
[CUSTOMER][NEUTRAL] Alrighty, and can I have your name, ma'am?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No ma'am, and you said your first and last initial with today's date is the reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, no ma'am, that is everything that I needed today. I do thank you for your assistance today.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Bethany. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Absolutely bye bye.