AccountId: 011433970860
ContactId: 3067150d-fc21-4f09-8e93-f1c7d64d3e60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165770 ms
Total Talk Time (AGENT): 78749 ms
Total Talk Time (CUSTOMER): 92387 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/3067150d-fc21-4f09-8e93-f1c7d64d3e60_20250325T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] is also OK, but. Mm. Yes, hi, I'm calling from Greenville Medical Associates. Um, I just wanted to confirm, um, this patient of ours is the PCP primary care office, um, they gave us this American public life insurance card. I, and it shows it's only for hospital indemnity, so I just wanted to make sure, um.
[CUSTOMER][NEUTRAL] It's not for the primary care.
[AGENT][NEUTRAL] I can help you with that. May I ask your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm, uh huh, [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is D43732831.
[AGENT][NEUTRAL] Our policies are all numerical. Do you happen to have an all numerical number on the card starting with a 0?
[CUSTOMER][NEUTRAL] OK, hold on, let me see. Policy, yeah, policy, yes. 02596.
[CUSTOMER][NEUTRAL] 421.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh [PII] and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. Now, I can help you with those benefits and eligibility.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] I am showing that [PII]'s policy is active. Effective date is [PII]. She does have an office visit benefit on this policy as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And we pay $75 per visit up to 5 visits per calendar year.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And at this time, she's not used any of those visits. Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, is there a call reference number for this?
[AGENT][NEUTRAL] Mhm. The call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, thank you so much for your help today.
[AGENT][POSITIVE] My pleasure to help you with those benefits, [PII]. Thank you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Mm, no, that was it thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.