AccountId: 011433970860
ContactId: 93c352bb-d86d-4545-bc5a-19e17f3f3fa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199369 ms
Total Talk Time (AGENT): 90956 ms
Total Talk Time (CUSTOMER): 64423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/93c352bb-d86d-4545-bc5a-19e17f3f3fa1_20250502T19:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Quality Life Health Services, and I was calling to, uh, get eligibility on 2 patients.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], do you, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] The first one policy number is 02502947.
[AGENT][NEUTRAL] Thank you, hold on one moment. Oh, go ahead.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, did you want both of them? It's a husband and wife.
[AGENT][POSITIVE] Yes, ma'am, I can take both. OK.
[CUSTOMER][NEUTRAL] OK, the other one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's uh first and last name? I have the 947 pulled up first.
[CUSTOMER][NEUTRAL] 947 [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Alright and thank you for verifying the information and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing um the policy has been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for
[AGENT][NEUTRAL] Her husband, hold on one moment, let me pull up that policy.
[AGENT][NEUTRAL] And can you verify his first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And um I'm also showing this policy became effective [PII].
[CUSTOMER][NEUTRAL] OK, do they have a copay on on it?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, so there's no co-pay. This is a hospital indemnity policy. Um, so it's a limited medical policy, but there's no copay for it.
[CUSTOMER][NEUTRAL] So does it pay for office visits?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] OK, so for the physician's office or the office setting, the policy will pay up to $75 per visit with a max of 6 visits per calendar year. There's also health screening benefits, um, as well. So yes, there is coverage for the office setting.
[CUSTOMER][NEUTRAL] OK, alright then well then what was your name again? or do you have a reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK. All [PII] then. Well, thank you so much, Ms. [PII]. I appreciate it and you have a good day.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] OK, thank you, bye bye.