AccountId: 011433970860
ContactId: 487f129b-ec55-4f01-9e10-1455ca8b792e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172309 ms
Total Talk Time (AGENT): 86570 ms
Total Talk Time (CUSTOMER): 50917 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/487f129b-ec55-4f01-9e10-1455ca8b792e_20250326T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] We're gonna wait for your insurance card.
[AGENT][POSITIVE] Morning. Thank, mhm.
[CUSTOMER][NEUTRAL] Uh, yes, I, I'm calling from Doctors. Yes, ma'am, I'm calling from Doctor's office just to um confirm if a patient's plan is active and if it has a co-pay.
[AGENT][NEUTRAL] So with an office visit.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. And you said it's Doctor [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, making sure I got it correct. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and uh phone number it's [PII].
[AGENT][NEUTRAL] All right, thank you. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02284366.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, first name is [PII]. Last name is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you, Mr. [PII]. OK, 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. We have an effective date of March, I'm sorry, [PII]. It is active at the moment and this is one of our limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And with this one, we pay a flat amount. For an office visit, we pay $75 per visit, maximum of 6 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 6 visits. Alright. And does the patient still have the 6 visits?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can check. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, as of today, he has not used his benefits for [PII], so he still has all 5.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK ma'am, yes ma'am. Can I get a reference number for the call?
[AGENT][NEUTRAL] We don't, we don't have reference numbers, Mister [PII]. 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, ma'am.
[AGENT][NEUTRAL] OK. That is [PII].
[CUSTOMER][POSITIVE] Alrighty ma'am, thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too ma'am thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Alrighty.