AccountId: 011433970860
ContactId: 41be8263-518e-4031-959a-f0cda72a7269
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 60590 ms
Total Talk Time (CUSTOMER): 46529 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/41be8263-518e-4031-959a-f0cda72a7269_20250107T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I'm calling to, um, verify benefits for mutual patient please.
[AGENT][POSITIVE] Sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, area code [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02510205.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um [PII]. Date of birth is [PII]. That's [PII].
[AGENT][NEUTRAL] OK, thank you. And what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Um, medical, she's coming to the doctor's office.
[AGENT][NEUTRAL] Office. OK. All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And this is one of our limited hospital indemnity plans. Um, the office visit benefit is $100 per visit, maximum of 4 visits per cover person per calendar year.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, is that the um.
[CUSTOMER][NEUTRAL] Is that what her part is like she, she, her co-pays $100?
[AGENT][NEUTRAL] No, that is the part we, we cover. This is an indemnity plan, so it's a flat amount. Mhm, yes.
[CUSTOMER][NEUTRAL] OK, understood OK.
[CUSTOMER][POSITIVE] OK, understood OK all right well thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.