AccountId: 011433970860
ContactId: 60c971a5-9b7d-4903-b041-a47a45aa6d46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155960 ms
Total Talk Time (AGENT): 76453 ms
Total Talk Time (CUSTOMER): 42621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/60c971a5-9b7d-4903-b041-a47a45aa6d46_20250513T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just have to verify a patient's eligibility please.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02460753.
[AGENT][NEUTRAL] Thank you. And then for verification, can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and does she have any co-pays, co-insurance, or limitations for visits?
[AGENT][NEUTRAL] Um, is it for an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am, it's a primary care office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, the patient has a hospital indemnity plan. It is a limited benefit.
[AGENT][NEUTRAL] Let me just pull up what the benefit amount is here, one moment.
[AGENT][NEUTRAL] So it looks like they are permitted a total of 6 visits in a calendar year per covered person and the the plan will pay $75 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then are in and out of network benefits is it pays the same just the flat fee of the 75?
[AGENT][NEUTRAL] Yeah, exactly, cause it's a limited benefit plan, not a major medical.
[CUSTOMER][NEUTRAL] One minute
[CUSTOMER][NEUTRAL] OK, alrighty, and will it cover like visits with OBGYN? Is that any, any visit for 6 visits per year?
[AGENT][NEUTRAL] Mhm. Yup, any sort of physician office. The only differential would be if it were like physical therapy or like an urgent care, but doctor's office is doctor's office pretty much.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alrighty, and is there a reference number for our call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much you have a good day.
[AGENT][POSITIVE] You're welcome. You too, bye bye.
[CUSTOMER][NEUTRAL] Uh