AccountId: 011433970860
ContactId: 7677a794-12e0-4157-af9d-958e3e5b5992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155660 ms
Total Talk Time (AGENT): 81952 ms
Total Talk Time (CUSTOMER): 50787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7677a794-12e0-4157-af9d-958e3e5b5992_20250515T13:55_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], my name is [PII]. I'm calling from Alo Health in [PII].
[CUSTOMER][NEUTRAL] I just had a question about a mutual patient. I wanted to make sure her insurance was active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What is the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02510453.
[AGENT][NEUTRAL] All right, thank you. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Their effective date is [PII], it looks like.
[CUSTOMER][POSITIVE] Alrighty
[CUSTOMER][POSITIVE] Perfect and does she have a copay?
[AGENT][NEUTRAL] Is it for a physician office visit or?
[CUSTOMER][NEUTRAL] Yes ma'am, just like a sick physician office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what the plan pays towards that. Give me just a second.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Take your photo ID will
[CUSTOMER][POSITIVE] I'm gonna go ahead and get this to you to that out.
[AGENT][NEUTRAL] So insured has what is called a limited benefit hospital indemnity plan.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] They're allowed, it looks like 4 physician office visits in a year calendar year, and the plan pays $50 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] So yeah, it just pays that set amount. It's not a co-pay or co-insurance. It's just pays that set amount towards the office visit and then any responsibility would be up to facility or provider.
[CUSTOMER][NEUTRAL] Got you alrighty alright and can you check and make sure she's in network with us or?
[AGENT][NEUTRAL] Yeah, there's not really a network with this honestly [PII], like I said, it just, yeah, pays that amount.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK, got you, got you, OK, I just wanna double check alrighty well thank you so um do you have a reference number or anything that I can write down?
[AGENT][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name is [PII], then today's date.
[CUSTOMER][POSITIVE] Awesome alright thank you [PII]. I really appreciate it hope you have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.