AccountId: 011433970860
ContactId: 8d37dec4-9dc3-4e53-a99f-dcadfb7aa667
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159419 ms
Total Talk Time (AGENT): 65239 ms
Total Talk Time (CUSTOMER): 63762 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8d37dec4-9dc3-4e53-a99f-dcadfb7aa667_20250610T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am [PII] at We and Eye clinic in [PII], and I need to get um benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. And I missed your name. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], OK, thank you.
[AGENT][NEUTRAL] OK, and [PII], do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is 026.
[CUSTOMER][NEUTRAL] 37,550.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that birthday is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And you said eligibility and benefits, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh show the policy is effective [PII]. Uh, it's currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get the benefits pulled up. It's not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this for an office visit or?
[CUSTOMER][POSITIVE] Yes, for a special um.
[CUSTOMER][POSITIVE] What am I trying to think of special specialty oh my gosh.
[AGENT][NEUTRAL] Specialist offices?
[CUSTOMER][NEUTRAL] I'm having a stroke. I'm sorry, yes, specialists, not specialty, oh my word.
[AGENT][NEUTRAL] Um, looks like, so this is like a limited hospital indemnity plan, very limited policy for physicians' offices, um, it does pay $50 per day and a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's more like a hospital medical plan, correct?
[AGENT][NEUTRAL] Well, it, it's just a limited hospital indemnity plan. It does have physician's office, um, PT, OT, um, but it just, it just pays a limited amount, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so it only, it'll only pay $50 towards the visit?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does it have like a certain like deductible or out of pocket or anything like that?
[AGENT][NEUTRAL] No, it just pays a flat dollar amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will write that down.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.