AccountId: 011433970860
ContactId: 7b0ae4ed-fa12-4675-9d5a-fdc41e688493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188669 ms
Total Talk Time (AGENT): 99892 ms
Total Talk Time (CUSTOMER): 47793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7b0ae4ed-fa12-4675-9d5a-fdc41e688493_20250306T20:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] calling from Thomasson Medical Clinic. I was just trying to get eligibility and benefits on a patient, please.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. And how do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name of the facility?
[CUSTOMER][NEUTRAL] Thomaston Medical Clinic.
[AGENT][NEUTRAL] OK, thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02559051.
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Is um [PII].
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thank you. You said you need eligibility and benefits, and this is gonna be for office benefits?
[CUSTOMER][NEUTRAL] Yes ma'am, PCP office visit.
[AGENT][NEUTRAL] OK, 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. We have an effective date of [PII], uh.
[AGENT][NEUTRAL] Bear with me. That's not January. That's [PII]. Again, that's [PII]. It is active at the moment and this is one of our limited hospital indemnity policies.
[AGENT][NEUTRAL] And let me see how much we cover for office. We cover $50 per visit, maximum of 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] Yes ma'am, and what are the accumulations for the visits met?
[AGENT][NEUTRAL] OK, I can check and see.
[AGENT][NEUTRAL] Unless I use one moment.
[AGENT][NEUTRAL] As of today, he has not used his benefits for [PII], so he still have all four available.
[CUSTOMER][NEUTRAL] Yes ma'am, and did you have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's S [PII].
[CUSTOMER][POSITIVE] Thank you love and was that the correct member ID number because I do see another ID number on here that is the correct one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That that is the correct one, yes. Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mr.