AccountId: 011433970860
ContactId: 8cde48a0-48ee-460c-8431-f696140564e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233610 ms
Total Talk Time (AGENT): 87173 ms
Total Talk Time (CUSTOMER): 97979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8cde48a0-48ee-460c-8431-f696140564e0_20250122T20:19_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII] with Watson Clinic. I have a patient coming in for an appointment in about 2 weeks and she's providing insurance information to us, but I'm not sure what it is. It's only online and I'm trying to verify it.
[AGENT][NEUTRAL] OK, yeah, let's take a look. What is the policy number they gave you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02568314.
[AGENT][NEUTRAL] All right, let me pull that up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on it is [PII].
[AGENT][NEUTRAL] Um, it's a hospital indemnity plan limited benefit, meaning that it pays a set amount towards what the patient's being seen or treated for, so.
[CUSTOMER][NEUTRAL] OK, so it's a private policy, OK, because I have not seen something it's called [PII], OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So if he was to come to um this appointment.
[CUSTOMER][NEUTRAL] He has an appointment with the primary care doctor in February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh how many visits does he have left and what kind of coverage does he have?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] All right. So it looks like patient is allowed up to 4 visits in a calendar year.
[AGENT][NEUTRAL] And it looks like it's gonna pay a maximum of $50 per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I assume he has just started the 4 visits or?
[AGENT][NEUTRAL] Yeah, it looks like he has all 4 visits for remaining.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh right, well that should cover that and the patient says that the claims.
[CUSTOMER][NEUTRAL] Go to [PII], right?
[AGENT][NEUTRAL] Let me double check that and just make sure. One second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yeah, they go to it's attention to IMA.
[CUSTOMER][NEUTRAL] Oh, it's an [PII]?
[AGENT][NEUTRAL] It's an [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And it's the [PII] yeah.
[CUSTOMER][NEUTRAL] And then the last
[CUSTOMER][NEUTRAL] OK, and the last question is um is there any network involved like First Health or nothing it's just OK.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, thank you so much. You told me so much. um, now a ref that's what I needed, um, so reference number or your name however you all do it.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial than today's date. My name is [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, thank you so much you have a good rest of your afternoon, OK?
[AGENT][POSITIVE] You too. Thanks for calling. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.