AccountId: 011433970860
ContactId: 8fe75011-9284-4f86-9295-b400274800d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222720 ms
Total Talk Time (AGENT): 114408 ms
Total Talk Time (CUSTOMER): 77950 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8fe75011-9284-4f86-9295-b400274800d5_20250107T19:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Long Street clinic to verify patients eligibility and benefits.
[AGENT][POSITIVE] Alrighty, I'll be glad to help you. Go ahead and give me your policy number, please.
[CUSTOMER][NEUTRAL] OK, it is 02549863.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And uh what's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Well, I do thank you so much for that information, [PII]. Uh, and you did say you were calling for benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, cause you actually have the dental department, but hang on, let me see if I can get over to the benefit. What exact benefit are you needing today?
[CUSTOMER][NEUTRAL] So I have uh or.
[CUSTOMER][NEGATIVE] But I don't think it turned on.
[CUSTOMER][NEUTRAL] Um, I just need the copays for primary care and specialist visits as well as her plans deductible and out of pocket.
[AGENT][NEUTRAL] Alright, so basically office visit, uh, let me see. I'm gonna see if I can help you with transferring you, so just hold on for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I think it's going to let me in there, so bear with me. My computer moving a little slow, but it's moving, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see. OK, I got it pulled up now. OK, I do show the effective date on this hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Alright, you need anything else, just give me a call.
[AGENT][NEUTRAL] Is effective date [PII]. It is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim. Now what this plan is, it just pays base benefits on certain things, but now let's see for sickness office visit, we pay a flat fee of $75 and she has 5 visits payable per calendar year.
[AGENT][NEUTRAL] And that is what we pay.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you.
[AGENT][POSITIVE] Yes, ma'am. And is that all I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, can I just get um your name again and a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. Uh, we don't give call reference number, but you can use my name in today's date and my name is [PII] spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, yes ma'am, thank you.
[AGENT][POSITIVE] Yes, ma'am, and you're so welcome, [PII], and thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.