AccountId: 011433970860
ContactId: 3295b6fe-cd87-432d-8f12-144701bd93a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178880 ms
Total Talk Time (AGENT): 107601 ms
Total Talk Time (CUSTOMER): 46093 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3295b6fe-cd87-432d-8f12-144701bd93a9_20250410T13:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I say we don't
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I'm calling from Community Medical Clinic in [PII], and I was just needing to verify benefits for a patient.
[AGENT][POSITIVE] OK, I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII] and the policy number is 026.
[CUSTOMER][NEUTRAL] 10745
[AGENT][POSITIVE] All right, [PII], thank you so much for all that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alrighty, thank you so much for that information. It looks like [PII] is the insured on this hospital indemnity plan effective date [PII] current policy is active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you won't benefits. Is that correct?
[CUSTOMER][NEUTRAL] Um, I just need to know if she's eligible for like office visits if the network or.
[AGENT][NEUTRAL] Alright, let me go. Alright, let me get that benefit pack pulled up. Hold on just a moment for me.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Now that she is in multiplayer PPO network.
[AGENT][NEUTRAL] I'm looking to see, make sure she has office visit benefits under this plan, so give me just a moment. Computer moving a little slow this morning.
[AGENT][NEUTRAL] OK, here we go, finally moving. OK, let's see. And of course,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] What this benefit is is places base benefit on certain things. Now for office visit for sickness, she has 5 office visits payable per calendar year that we pay a flat fee of $75 on. That is what we pay no co-pay, no deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Right, was that all that I can help you with today?
[CUSTOMER][NEUTRAL] That's it. Do you have like a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we don't give reference number, [PII], but you can use my name in today's date if you need to do so, and my name is [PII], spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APO [PII]. You have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.