AccountId: 011433970860
ContactId: 2b58c837-0074-4912-941a-ef5be40464db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231059 ms
Total Talk Time (AGENT): 76382 ms
Total Talk Time (CUSTOMER): 53970 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2b58c837-0074-4912-941a-ef5be40464db_20250206T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I am calling from Cardiology Associates of Savannah, I'm with Doctor [PII]'s office, and the reason for the call is, um, we have a patient that's listed you all as his insurance provider, and I needed to check eligibility for medical. Is this a medical insurance?
[AGENT][NEUTRAL] Yeah, we do offer medical, we offer dental also. I'll have to check the policy. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It's 02545774.
[AGENT][POSITIVE] Alright wellrea, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient does have an active plan with us. The effective date on here is [PII]. This is a limited benefit medical plan. So it's called the hospital indemnity plan. It's gonna pay a set amount just depending upon what they're being seen for.
[CUSTOMER][NEUTRAL] OK, so this is a cardiologist's office. Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what it'll pay for an office visit. One second.
[CUSTOMER][NEUTRAL] You me.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] These are all surgeries. I'm trying to see if this covers just an office visit. I'm sorry, one second.
[CUSTOMER][POSITIVE] That's OK. Thank you.
[AGENT][NEGATIVE] I can't pull up the policy on this one, so I mean it looks like it has outpatient benefits on it, but it's not giving me.
[AGENT][NEUTRAL] Office
[AGENT][NEUTRAL] So it looks like it does cover accident and sickness and the physician's office benefit, it looks like is up to $250.
[CUSTOMER][NEUTRAL] OK, so it is active and they do have some coverage, so I will put active and um I'll let the insurance lady know.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, sounds good. Anything else?
[CUSTOMER][POSITIVE] All right. Thank you. No, [PII], that'll be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] All right, you as well. Bye-bye.