AccountId: 011433970860
ContactId: 7c613290-ef5d-41de-b422-6c6a10466a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217460 ms
Total Talk Time (AGENT): 114683 ms
Total Talk Time (CUSTOMER): 99900 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7c613290-ef5d-41de-b422-6c6a10466a15_20250206T15:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Um, yes, I am trying to get, um, eligibility and benefits for a patient.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And [PII], may I have a callback number just in case we get disconnected and where are you calling from?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's um
[CUSTOMER][NEUTRAL] Oh my God, [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Primary care centervi. Oh my gosh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] It was just like not there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's fine. Miss [PII], may I have the policy number?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I have the coverage and the policy and certificate, is that what you need?
[AGENT][NEUTRAL] Mhm. Yeah, policy certificate. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see which card has the best ID that I can see. 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let me put my glasses on.
[CUSTOMER][NEGATIVE] Uh darn small letters.
[AGENT][NEUTRAL] Yeah, they're small. Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It looks like 66821.
[AGENT][NEUTRAL] Let's see. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII]. All right, and you said you need eligibility and benefits and the benefits is for an office, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. All right, before I give you any benefit information, I need to let you know that this is not a guaranteed payment, just a verification of coverage and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment and this is one of our unlimited hospital indemnity plan. And let's see, with this one, we cover $75 per visit.
[AGENT][NEUTRAL] Maximum of 5 per cover person per calendar year and that is a flat amount.
[CUSTOMER][NEUTRAL] Say that last part again.
[AGENT][NEUTRAL] 5 basics.
[CUSTOMER][NEUTRAL] I heard the $75 a person and then it was.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, 5 business per cover person per calendar year.
[AGENT][NEUTRAL] And that is a flat amount. Mhm.
[CUSTOMER][NEUTRAL] A 5 visits.
[CUSTOMER][NEUTRAL] Calendar.
[CUSTOMER][POSITIVE] Yeah, OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And does he have a co-pay? Oh, it's $75 right? Oh my goodness. It's been one of those days. Can you tell?
[AGENT][NEUTRAL] Mhm. No. Yeah, it's just $75 it's fine.
[AGENT][NEUTRAL] Yeah, and it's not the first call. I got a lot of demos today, so I'm like, I think we all have the same problem, so it's fine.
[CUSTOMER][POSITIVE] Uh, I, I agree 100%. Uh, is there anything else I should know about this?
[AGENT][NEUTRAL] Um, no. Mhm. Do you have the address where to submit claims or anything like that, or do you need that information?
[CUSTOMER][NEUTRAL] Kind of just
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It would that be the um [PII]?
[AGENT][POSITIVE] Mhm, yeah, that's correct. That's, that is correct, yes.
[CUSTOMER][POSITIVE] Yep, alright, I will get that to I'll have that set up but I appreciate your time today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling ATL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.