AccountId: 011433970860
ContactId: 6805a641-9850-4445-a5f2-8d2050d04599
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179580 ms
Total Talk Time (AGENT): 66826 ms
Total Talk Time (CUSTOMER): 58761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/6805a641-9850-4445-a5f2-8d2050d04599_20250319T21:18_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]. This is [PII] and my last name is [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for the patient's eligibility and benefits.
[CUSTOMER][NEUTRAL] For specialist office visit?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I'm happy to check on eligibility and benefits for an office visit today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02606091.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on the policy is [PII]. The member has a limited benefit hospital indemnity plan. Patient is allowed up to 5 office visits in a calendar year. The benefit payment is $75 per visit.
[CUSTOMER][NEUTRAL] For visit it is $75 right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, how many they have used?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] The patient has not used any benefits thus far.
[CUSTOMER][NEUTRAL] OK. What is the $75 it is for a visit, right?
[AGENT][NEUTRAL] I pay $75 per office visit, yes.
[CUSTOMER][NEUTRAL] 7 $75 for the office.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for 4 visit, is there any 4 visitor?
[AGENT][NEUTRAL] I'm sorry, what was your question again?
[CUSTOMER][NEUTRAL] Nothing
[CUSTOMER][NEUTRAL] Yeah, it is for $75 for a visit, right?
[AGENT][NEUTRAL] That's what the plan pays, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, then nothing has used, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, thank you. May I know the call reference number for this call?
[AGENT][NEUTRAL] That is my name with my last initial than today's date. My name is [PII], that is [PII]
[AGENT][NEUTRAL] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for the valuable information again and have a great day and take care. Bye for now.
[AGENT][NEUTRAL] You too. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] The rest of