AccountId: 011433970860
ContactId: 7581d60a-3dc8-450d-a885-47f8cebb64b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328730 ms
Total Talk Time (AGENT): 109447 ms
Total Talk Time (CUSTOMER): 82929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7581d60a-3dc8-450d-a885-47f8cebb64b5_20250219T21:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is so. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from a provider office to verify network status and eligibility for patients insurance.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility and um network information and um may I have a callback number just in case we get disconnected Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number that I see here is 025.
[CUSTOMER][NEUTRAL] 14582.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This is that, yeah, that's that on. I'm sorry, one more time.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] Ms. [PII], this particular policy is one of our limited hospital indemnity plan. Um, we have an effective date of [PII], and it is showing active at the moment. Um, if the part provider participates with multi-plan, they get that additional discount, but it is not required. We're not contracted.
[CUSTOMER][NEUTRAL] OK, so 722 24, the plan is active and what was the last part of that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, this is a limited policy. There is no network. If the provider participates with multi-plan, they can get that additional discount, but it is not required.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] So I guess network status wouldn't matter.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] All right, so I guess she's gonna be fine with seeing our office provider.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] So she's gonna be fine with using our office provider here.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need any information or any other information on the policy?
[CUSTOMER][NEUTRAL] Alright, uh.
[CUSTOMER][NEUTRAL] Mm, I mean, would there be a co-pay or anything?
[AGENT][NEUTRAL] Uh, not with this one. This is a limited indemnity plan, so it pays a flat amount. I can give you the benefit. Let me go ahead and pull that up. And this is not a guarantee of payment, just a verification of coverage. Um, for an office visit, we cover $75 per visit, maximum of 5 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 5 visits per calendar year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will let her know.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. Oh, I'm sorry, your name?
[AGENT][NEUTRAL] OK, thank you for calling APL. Oh, my name is sure. That's [PII].
[CUSTOMER][NEUTRAL] [PII], and is there a reference number?
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright, thank you again.
[AGENT][POSITIVE] Thank you for calling APR. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you.