AccountId: 011433970860
ContactId: 6805be1d-8fbf-4169-a398-ff5a737de79e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277329 ms
Total Talk Time (AGENT): 126138 ms
Total Talk Time (CUSTOMER): 96635 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/6805be1d-8fbf-4169-a398-ff5a737de79e_20250424T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. I'm calling from Century Medical and Dental Center. My name is [PII], and I would like to check eligibility and benefits of our patient. Could you please help me with this?
[AGENT][NEUTRAL] Uh sure, Ms. [PII], I can assist you with the eligibility and benefits. Um, and may I have, um, you said the name of the facility is [PII], is that correct?
[CUSTOMER][NEUTRAL] Century Medical and Dental Center.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] One moment. C as in Cat. E like Echo. N like Nancy. T like Tom. U like Umbrella. R like Robert. Y like Yellow, century.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] You're welcome. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is D like David 41203386.
[AGENT][NEUTRAL] OK Ms. [PII], do you see a policy certificate number or policy number starting with the 0 followed by 7 digits, no letters, and it's not the one that has the D in it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it can be 024.
[CUSTOMER][NEUTRAL] 906997.
[AGENT][POSITIVE] OK, yes, thank you.
[CUSTOMER][POSITIVE] Mhm you're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII], and date of birth [PII].
[AGENT][NEUTRAL] OK, and you said you need eligibility and benefits, and what type of service is being rendered for benefits?
[CUSTOMER][NEUTRAL] Could you please verify benefits for offers visit with PCP specialist and also diagnostic X-ray.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[CUSTOMER][POSITIVE] X-ray, yeah.
[AGENT][NEUTRAL] OK, in. All right.
[AGENT][NEUTRAL] And 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. And we have an effective date of [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the benefit for an office visit or specialist.
[AGENT][NEUTRAL] It's $75 per visit.
[AGENT][NEUTRAL] Maximum of 5 visits per cover person per calendar year.
[AGENT][NEGATIVE] And this will include anything done in the office. There's no extra benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And for X-ray will be the same?
[AGENT][NEUTRAL] Um, the x-ray is, it's not gonna be covered under that. It's gonna be for the visit.
[CUSTOMER][NEUTRAL] X-ray
[CUSTOMER][NEUTRAL] Uh huh got it.
[CUSTOMER][NEUTRAL] OK, and maybe you can check how much visit patient use this year.
[AGENT][POSITIVE] Yes, I can check that for you, one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so it looks like as of today, she has used one.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. And it's all I need. Could you please repeat your name and reference number for this call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] My name is [PII]'s [PII].
[CUSTOMER][NEUTRAL] My name is
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I got it. Thank you so much and have a nice day.
[AGENT][POSITIVE] Mhm. You as well, Ms. [PII]. Thank you for calling APR. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Take care. Bye-bye.
[AGENT][NEUTRAL] Mhm.