AccountId: 011433970860
ContactId: 514370ba-9761-4bb2-86eb-2eea638acd9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215809 ms
Total Talk Time (AGENT): 89290 ms
Total Talk Time (CUSTOMER): 96079 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/514370ba-9761-4bb2-86eb-2eea638acd9e_20250121T16:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to verify a member's eligibility and copays.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Um, I have the member ID number that to suffice.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, it'll be D as in dog 468-02103.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. I can do a name search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry about that. Um the member's name is [PII]. [PII] spelled [PII] Last name [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth would be [PII].
[AGENT][NEUTRAL] May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and a good call back number would be [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And would she be the policy holder or subscriber?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because she did not pull up. Do you by chance have the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I unfortunately don't. I only have this number to go off of, so I apologize. I was hoping they had a card in here but we unfortunately don't, so if you're unable to find it, that's OK and I understand.
[AGENT][NEUTRAL] No wonder.
[AGENT][NEUTRAL] One moment, let me try a different screen.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I have her under policy number 02560051.
[CUSTOMER][NEUTRAL] Oh, I thought you said for appointment.
[CUSTOMER][NEUTRAL] On your.
[AGENT][NEUTRAL] This is a hospital indemnity plan. It is a limited benefit plan. The policy is effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit could I provide for you?
[CUSTOMER][NEUTRAL] Um, I was looking for office visits with primary care and as well as specialist visits. I have no co-pay amount in here. I just want to confirm that was correct.
[AGENT][NEUTRAL] OK, so with these plans, there are no copays, they are only benefit amounts. So let's see what this one allows.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Do apologize. Just waiting on the system.
[CUSTOMER][POSITIVE] No, I appreciate your help.
[AGENT][NEUTRAL] So under this one, the physician's office allows $50 per day, max 4 days per calendar year.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] OK, understood.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate your help so much. Would you be able to read back that policy number to me one more time if you're able to?
[AGENT][POSITIVE] You're so welcome. You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. It's 02560051.
[CUSTOMER][NEUTRAL] Yearly.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. I appreciate your time and your help very much.
[AGENT][POSITIVE] OK, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.