AccountId: 011433970860
ContactId: 92333fcd-78a7-4fb6-ba17-46deccdb0b08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242149 ms
Total Talk Time (AGENT): 137498 ms
Total Talk Time (CUSTOMER): 79080 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/92333fcd-78a7-4fb6-ba17-46deccdb0b08_20250206T16:52_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I was calling for um eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility, Ms. [PII]. May I have a contact number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02512806.
[AGENT][NEUTRAL] OK. And where are you calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Where are you calling from?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, uh, is it a facility outpatient facility hospital office? What's the name?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] I'm so sorry. I am calling from um.
[CUSTOMER][NEUTRAL] Valley Medical Center, I'm sorry.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] All right, it's all right. OK, so let me go ahead and pull the. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm just gonna spell it. Um, the first name is [PII], the last name is, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. Thank you. All right. OK. And you said you need eligibility today. We have an effective date of [PII] and it is active at the moment. This is one of our hospital indemnity plan. It is a limited plan.
[CUSTOMER][NEUTRAL] Oh, OK, I'm not sure what you mean by limited, um, so would they have, um, give me, oh, go ahead, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what type of service is being rendered? is it like an office visit or what type of service?
[CUSTOMER][NEUTRAL] What were you gonna say?
[CUSTOMER][NEUTRAL] Oh, it was, um,
[CUSTOMER][NEUTRAL] It's gonna be primary care.
[AGENT][NEUTRAL] For my
[CUSTOMER][NEUTRAL] Um, new, new patient, yeah.
[AGENT][NEUTRAL] Office. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, office visit, sorry.
[AGENT][NEUTRAL] OK, it's OK. Let me go ahead and give you benefits. So, um, this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And let's see, so this one pays a flat amount, OK? And the benefit amount for an office visit is $50 and that's up to 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] So they need to pay $50 copay.
[AGENT][NEUTRAL] No, we cover $50.
[CUSTOMER][POSITIVE] Oh, OK, sorry. OK, thank you.
[AGENT][NEUTRAL] It's OK. It's OK. No, no problem. I understand. These are different from the regular ones.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] But yeah, this one only pays $50 yes, mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can I get a call reference number please?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss?
[CUSTOMER][NEUTRAL] Yes ma'am, please can I get the spelling?
[AGENT][NEUTRAL] Yes. Yes, mhm. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you, so.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Mister?
[CUSTOMER][POSITIVE] No, ma'am. That was all me. Um thank you and have a good day. Sorry.
[AGENT][POSITIVE] it's OK. Have a good day, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Right.