AccountId: 011433970860
ContactId: 75e3709e-6b89-411c-bb1c-850dab737c9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144080 ms
Total Talk Time (AGENT): 62366 ms
Total Talk Time (CUSTOMER): 46657 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/75e3709e-6b89-411c-bb1c-850dab737c9f_20250225T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. I want to check on a, uh, patient's insurance to make sure it's still active.
[AGENT][POSITIVE] Oh OK, well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, the contacts [PII].
[CUSTOMER][NEUTRAL] And her policy number is 02569910.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing that the policy is active. It's been effective since January, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] And uh does she have a deductible or anything that she has to meet before the visits are covered?
[AGENT][NEUTRAL] Let me see how what this is. Hold on one second.
[AGENT][NEUTRAL] So now, this is a hospital indemnity policy. So, um, there's a particular list of benefits and then what would be paid out towards is a limited medical benefit policy. So what are are you all like the physician's office, urgent care?
[CUSTOMER][NEGATIVE] So no
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary care mhm.
[AGENT][NEUTRAL] OK. So for primary care physician office, the policy will pay up to $50.04 times per calendar year.
[CUSTOMER][NEUTRAL] 4 times
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, alright, I think she's only been.
[CUSTOMER][NEUTRAL] And then after that it's
[AGENT][NEUTRAL] I'll say that one more time, the phone just went in and out.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Disconnecting call due to no response.