AccountId: 011433970860
ContactId: 32ed15a8-4121-405b-84fe-2af43184d0c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182130 ms
Total Talk Time (AGENT): 102332 ms
Total Talk Time (CUSTOMER): 53373 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/32ed15a8-4121-405b-84fe-2af43184d0c2_20250620T21:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I'm calling to check a patient's eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Cahaba Medical Care.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] How do you spell the name?
[CUSTOMER][NEUTRAL] Um, C A H A B A Cahaba and then medical care.
[AGENT][NEUTRAL] Thank you. OK, Ms. [PII], may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02603836.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And we have an effective date of [PII]. It is active at the moment and this is one of our sec no, this is one of our limited hospital indemnity policies. Again, this is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] A limited hospital policy, OK, um.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Thank you so much. Can I get a call reference number please, ma'am?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please, what's the spelling of your name?
[AGENT][NEUTRAL] OK, that's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Alright thank you so much for your help I appreciate it.
[AGENT][NEUTRAL] Do you need any benefit information?
[AGENT][NEUTRAL] You're welcome, Mr. [PII].
[CUSTOMER][NEUTRAL] Um, no, ma'am, you said it was just a hospital policy, correct?
[AGENT][NEUTRAL] It has more than just benefits for hospital. This is a hospital indemnity plan, but it does have additional benefits.
[CUSTOMER][POSITIVE] OK, if you wanna give those to me I would take them thank you very much.
[AGENT][NEUTRAL] You're welcome. And this is gonna be for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. The office visit is covered at $50 per visit, maximum of 4 visits per person per calendar year. So we cover $50 benefit and that's a flat amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well thank you I will add that to his chart.
[AGENT][POSITIVE] You're welcome, Mrs. All right. Thank you for calling APL. You have a good afternoon. All right. Have a good day, Miss [PII]. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, that's what I needed.
[CUSTOMER][NEUTRAL] You too. Bye-bye.