AccountId: 011433970860
ContactId: 269e1ea0-3e2d-43c6-8c39-6210b7a5023d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183729 ms
Total Talk Time (AGENT): 90666 ms
Total Talk Time (CUSTOMER): 65918 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/269e1ea0-3e2d-43c6-8c39-6210b7a5023d_20250618T13:17_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] with Alo Health in [PII]. I was just calling to verify eligibility and benefits for a mutual patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm it is [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02510453.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm OK. And you said you need eligibility and benefits, and this is going to be a specialist office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we are a primary care PCP.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. Um, we have an effective date of [PII]. It is active at the moment and this is a limited hospital indemnity policy. It is a limited policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see for the office, we cover $50 per visit, maximum of 4 visits per cover person per calendar year, and this is a flat amount.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, 4 visits per year, $50 per visit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty, maximum payment applicable. There is 0 deductibles, your coinsurance, OK, and um.
[CUSTOMER][NEUTRAL] And what was the maximum payment for each year?
[AGENT][NEUTRAL] It it's just 50 per visit up to 4 per year yeah mhm yes.
[CUSTOMER][NEUTRAL] Or just be the 4
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. That was a dumb question disregard, um, and.
[AGENT][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] And can I have your name again please?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And do you have a reference number for this call?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, I believe that is all the assistance that I needed for today.
[AGENT][NEUTRAL] And just
[AGENT][POSITIVE] OK. You have a good day.
[CUSTOMER][POSITIVE] Um, so that is it. I do thank you for everything. Absolutely, you too, ma'am.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.