AccountId: 011433970860
ContactId: 9227c8eb-0bad-46e8-849a-ed4cf4f4c006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160029 ms
Total Talk Time (AGENT): 94250 ms
Total Talk Time (CUSTOMER): 58205 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9227c8eb-0bad-46e8-849a-ed4cf4f4c006_20250220T20:10_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] There
[CUSTOMER][NEUTRAL] Hi, I'm trying to see if uh what kind of benefits the patient has.
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the callback number, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number please ma'am?
[CUSTOMER][NEUTRAL] I have 02353767.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Alright, thank you. I can help you with eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] And this is a a limited hospital indemnity policy. Are there specific benefits here?
[AGENT][NEUTRAL] Needing?
[CUSTOMER][NEUTRAL] Um, she's coming in for a dermatology visit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let me get that benefit for you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Now this policy does not have a deductible co-pay or co-insurance. It's an indemnity policy, meaning we pay the indemnity amount for this covered services, and she does have office visit benefits for the office visit, we pay $50 per day, maximum of 4 days per calendar year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] Everybody back.
[AGENT][NEUTRAL] And she has not used any of those offices of benefits for [PII].
[AGENT][NEUTRAL] And if you would please note [PII], that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, and did you say there was 4 or 5 days available for her?
[AGENT][NEUTRAL] 4 days per calendar year.
[CUSTOMER][NEUTRAL] 4 days, OK.
[CUSTOMER][NEUTRAL] OK perfect um then I think that's all I need for today. Can I get a reference number please?
[AGENT][NEUTRAL] The reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm working on.
[AGENT][POSITIVE] First initial last name, [PII]. It was a pleasure to assist you with those benefits for [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.