AccountId: 011433970860
ContactId: 8fcbfbbd-59e1-4d06-aa67-9701222b4c2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226429 ms
Total Talk Time (AGENT): 72842 ms
Total Talk Time (CUSTOMER): 90095 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8fcbfbbd-59e1-4d06-aa67-9701222b4c2c_20250218T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII], and I'm calling from South View Medical Group on behalf of Mr. [PII]. He sees Doctor [PII], and he has this card and uh I am not familiar with uh this insurance. So, um.
[CUSTOMER][NEUTRAL] I just wanted to know what type of like medical benefits that he has or because it says hospital indemnity on the car. So I'm not, does that cover him coming to see Doctor [PII] it's his regular PCP doctor or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, I can definitely take a look at the benefits and see, so this is, um, you're wanting to know if he has office visit coverage?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And um [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, well, let me just give you my work I'll give [PII]. I'll have to transfer you because I don't have a direct line.
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02506721
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you um verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. Let me get back over there. It is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So let me see if there's office visit. Hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I look up um the policy information?
[CUSTOMER][NEUTRAL] That's just fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] offices.
[AGENT][NEUTRAL] 7556 looks like.
[AGENT][NEUTRAL] But let me see for sure.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you for holding. I apologize for that wait. So for the physician office, the policy will pay up to $75 per day with a max of 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK, up to 75 per day, and he has 6 per calendar here.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is for a.
[CUSTOMER][NEUTRAL] Of physician office visit.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then, I will let the patient know.
[AGENT][POSITIVE] Alrighty, was it? Oh, I'm sorry.
[CUSTOMER][NEUTRAL] And what?
[CUSTOMER][NEUTRAL] Tell me your name again. I'm sorry, I didn't write it down.
[AGENT][NEUTRAL] Oh, no, you're fine. My name is [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right well thank you I appreciate it so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] OK thank you bye bye.