AccountId: 011433970860
ContactId: 330b1686-4dfb-47e1-a074-a6a5463c6586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302630 ms
Total Talk Time (AGENT): 116384 ms
Total Talk Time (CUSTOMER): 66281 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/330b1686-4dfb-47e1-a074-a6a5463c6586_20250513T20:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what is your name please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And then may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Doctor [PII].
[AGENT][NEUTRAL] OK, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number 262-242-5.
[AGENT][NEUTRAL] OK, thank you. Let me look that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I do see that Elio does have an active policy. The effective date of the policy is [PII] and the policy is current.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, would you be able to give me the benefits for office visit and uh laboratory and X-ray?
[AGENT][NEUTRAL] Yes, ma'am. Let me look that up real quick.
[CUSTOMER][NEUTRAL] How?
[AGENT][NEUTRAL] OK, and this is just to verify benefits. It's not a guarantee of payment. This policy does have um outpatient office visit benefits of and it pays $50.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm looking to see if there's any laboratory benefits.
[AGENT][NEUTRAL] Let me pull in the policy itself and check it.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] It's gonna be just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looking on this policy, the policy does not have laboratory benefits. What it has is just um.
[AGENT][NEUTRAL] an uh outpatient accident and sickness treatment benefit.
[AGENT][NEUTRAL] For a physician's office that pays $50.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just gonna pay $50 and that's it.
[AGENT][NEUTRAL] That's it, yes, ma'am. It's a hospital indemnity plan. It's a limited benefit plan.
[CUSTOMER][NEUTRAL] So you said the office visit would only be uh uh pays $50 and that's it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then that'll be it. Is there a reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], do you have a claims address by any chance?
[AGENT][NEUTRAL] Yes, I do. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. You take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.