AccountId: 011433970860
ContactId: 48706f32-cd33-4ad4-8b20-eb59c228784d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542380 ms
Total Talk Time (AGENT): 90377 ms
Total Talk Time (CUSTOMER): 50678 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/48706f32-cd33-4ad4-8b20-eb59c228784d_20250409T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify um eligibility and benefits.
[AGENT][POSITIVE] Of course, I can help you with eligibility and benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 02592674.
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] And then who do I have the pleasure of speaking with today?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Are you calling from a provider's office?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK. And what's the patient's first and last name and then date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, so patient's policy is active, the effective date.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Does she does she have a copay?
[AGENT][NEUTRAL] That's not.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Sorry, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Da
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just one second. I'm going to pull up her policy really quick. I'll just put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] 259267.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] GC
[AGENT][NEUTRAL] Office visit benefit.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, thank you for holding. So it looks like the patient has an outpatient amount, but it has to be in a physician's office.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We are a physician's office, ma'am.
[AGENT][NEUTRAL] OK, so it would be.
[CUSTOMER][NEUTRAL] I just needed to know her copay she had one.
[AGENT][NEUTRAL] Oh sorry, so we would cover up to $50 per day.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And a maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] So you only cover $50 of her visit?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Because this is a hospital indemnity plan. It's for accident and sickness.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEGATIVE] It's so, yeah, so she's sick.
[AGENT][NEUTRAL] OK. So yes, uh, you are a physician's office, so we would cover $50 per day.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. Yes. Yes, is there any further questions?
[CUSTOMER][POSITIVE] All right thank you.