AccountId: 011433970860
ContactId: 808553a5-7438-4d7e-85af-9b945c8f3725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180839 ms
Total Talk Time (AGENT): 72661 ms
Total Talk Time (CUSTOMER): 68781 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/808553a5-7438-4d7e-85af-9b945c8f3725_20250408T12:16_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, this is [PII] with Ashner Health. I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I could help you, [PII]. Do you have the policy number and a good callback number?
[CUSTOMER][NEUTRAL] Uh, yeah, the callback number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, policy is 02579876.
[AGENT][NEUTRAL] OK and you said you're calling for eligibility dates?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that, [PII]. So I have that information for you. I show an effective date of [PII]. Policy is active at this time, and any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, so we haven't seen this here, so what exactly is, is it because it says it's not a major medical plan.
[CUSTOMER][NEUTRAL] Um, so what, how does this work?
[AGENT][NEUTRAL] Mhm it's a limited hospital indemnity plan. What type of service is it for?
[CUSTOMER][NEUTRAL] limited
[CUSTOMER][NEUTRAL] Uh, this is primary care.
[AGENT][NEUTRAL] So is it gonna be for co-pay or will there be treatment in the office?
[CUSTOMER][NEUTRAL] Uh, uh, treatment in the office, I suppose. It's just like, uh, it doesn't, I don't really know. All I know is he's seeing a primary care doctor.
[AGENT][NEUTRAL] OK, let me check the policy and see if the physician visit fee is covered. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so there is a physician's office benefit under the policy.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Covers up to $75 per day and then a maximum of 6 days per calendar year per covered person.
[AGENT][NEUTRAL] And of course any information provided is verification, not a guarantee of payment don't show any of the visits used at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so it's just $75 basically is what it covers.
[AGENT][NEUTRAL] Uh-huh. Right.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed. Do you have a reference number for the call by any chance?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII], first initial and last name is [PII] and any other questions, [PII], I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.