AccountId: 011433970860
ContactId: 6a444cde-9112-4574-b3f0-0b5371d62acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202910 ms
Total Talk Time (AGENT): 79960 ms
Total Talk Time (CUSTOMER): 108866 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6a444cde-9112-4574-b3f0-0b5371d62acd_20250619T14:00_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling AP. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to get eligibility on a, uh, plan.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] calling from Coleman Regional uh [PII].
[AGENT][NEUTRAL] [PII], could you spell the first name, your name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify as will looking for today?
[CUSTOMER][NEUTRAL] OK, so, um, underlying the policy cert number is 02396874. I don't know if that's the ID number or.
[AGENT][NEUTRAL] And the member's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for workplace of service?
[CUSTOMER][NEUTRAL] Um, a primary care doctor just for like an office visit.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And can you spell your name for me?
[AGENT][NEUTRAL] Of course, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well it looks like she is off.
[CUSTOMER][NEUTRAL] Can you, can you get a pay? I'm, I'm sorry.
[AGENT][NEUTRAL] She has the benefit amount of $50 per office visit with 5 visits per calendar year, and this is not a guaranteed as a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Oh, OK, give me one.
[CUSTOMER][NEUTRAL] Can you write there?
[CUSTOMER][NEUTRAL] I'm sorry, I'm trying to do two things at once here.
[CUSTOMER][NEUTRAL] Um, hold on a minute, OK, I did not hear a thing that you said. I'm sorry.
[AGENT][NEUTRAL] So she has physician office visits of $50 benefits of $50 per visit with 5 visits per calendar year, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage. So her policy will cover $50 of her visit each time.
[CUSTOMER][NEUTRAL] Uh over here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I might
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Instead of benefits that makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so up to 5 visits per year.
[AGENT][NEUTRAL] Yes, and this is not a guaranteed benefits just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] And um they
[CUSTOMER][NEUTRAL] OK, and you only cover $50 right? Of a doctor visit, OK, um, is there any?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her policy has been active since [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she has not utilized any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, all right, um.
[CUSTOMER][NEUTRAL] OK, is there any deductible copay or no?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, no, no deductible.
[CUSTOMER][NEUTRAL] And no copay.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] All right, is, um, is there a call reference number for the call?
[AGENT][NEGATIVE] Unfortunately we don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, and the uh letter to your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK thank you you have a blessed day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.