AccountId: 011433970860
ContactId: 59e739a3-246d-46a2-841e-323dbff1b2f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126440 ms
Total Talk Time (AGENT): 70497 ms
Total Talk Time (CUSTOMER): 40721 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/59e739a3-246d-46a2-841e-323dbff1b2f6_20250415T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting you. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning, [PII]. I was calling for um eligibility and benefits for my patient.
[AGENT][POSITIVE] I can certainly help with eligibility and benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, thank you. And what is that policy number, [PII], that we're looking at today?
[CUSTOMER][NEUTRAL] Um, I, I have 0129225.
[AGENT][NEUTRAL] OK, so it's 0129225.
[CUSTOMER][NEUTRAL] No, 02129225.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That will be [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Now, the policy has in and out of hospital benefits. Um, so for inpatient hospital, we will pick up the deductible, co-payment or co-insurance from the major medical to $5000 per occasion. For outpatient hospital such as the ER, urgent care, um, outpatient surgery, we will pick up the deductible, co-payment or co-insurance up to $500 per occasion.
[AGENT][NEUTRAL] And then for um office visits, uh we will, we will pay up to $25 for 4 office visits per calendar year and that's just the verification of benefits, not a guarantee of payment. Is there anything in particular that I can tell you about the policy?
[CUSTOMER][NEUTRAL] Uh, no, I, uh, I think that was it, yeah. Um, [PII], can I have the initial and last name and reference number for this call?
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that today's date as our as our reference.
[CUSTOMER][POSITIVE] Alrighty, hold on. OK, thank you so much you have a great day.
[AGENT][POSITIVE] Thanks for contacting you too have a good day