AccountId: 011433970860
ContactId: 249bae80-064f-4291-a8c1-4c27b09f5bba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283500 ms
Total Talk Time (AGENT): 122541 ms
Total Talk Time (CUSTOMER): 85692 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/249bae80-064f-4291-a8c1-4c27b09f5bba_20250429T17:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to verify eligibility and benefits.
[AGENT][POSITIVE] OK, I can help you with both the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] 0437331997.
[AGENT][NEUTRAL] Um, do you have a copy of their APL ID card?
[CUSTOMER][NEUTRAL] Um, I believe so.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] And now that you're saying that uh it's 90 degree benefit in a card that this is the number that was on it so I'm not sure I'm at the right place or not.
[AGENT][NEUTRAL] Did you call an [PII] number or an [PII] number?
[CUSTOMER][NEUTRAL] I called [PII].
[AGENT][NEUTRAL] OK, that is 90 Degree benefits um phone number. Now, there is like an option, I don't know what prompted it is, but no matter who it is, if you use it, it'll it'll redirect the call to us. I mean, I can still look and see if your member has a policy if you'd like.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] That would be great because I've been on hold for a long time.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Let's see, do you have, I can look the policy up with the member's first and last name or their full social?
[CUSTOMER][NEUTRAL] Um, sure, last name is [PII]
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] AH OK, hold on one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And this is for his medical policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see this one.
[AGENT][NEUTRAL] I believe I just located it. I'm waiting for it to come up now.
[CUSTOMER][POSITIVE] OK great thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Um, it is, sorry, I keep switching screens.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active, it's been effective since [PII]. And um what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, just primary care office visit.
[AGENT][NEUTRAL] OK, so this is a hospital indemnity policy, so it's a limited medical policy. For the office visits, um, we do have the outpatient sick sickness rider which would pay up to $75 per visit with a max of 5 visits per calendar year.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] There's also well
[AGENT][NEUTRAL] A wellness exam or a wellness testing um benefit that will pay per test, um, up to a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Up to $250.
[AGENT][NEUTRAL] Hold on one moment, let me make sure I'm reading these lines right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, the oneness exam or test is $75 per test. The diagnostic testing benefit is $250 per test.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] And you said uh OK all right very good that's all I really wanted to confirm.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.