AccountId: 011433970860
ContactId: a016111d-7179-4643-a82c-38f286a758f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200199 ms
Total Talk Time (AGENT): 92266 ms
Total Talk Time (CUSTOMER): 97864 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a016111d-7179-4643-a82c-38f286a758f7_20250107T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Banner Cardiology. I'm calling regarding a patient just trying to figure out their benefits for today's visit, office visit.
[AGENT][NEUTRAL] OK, [PII]. I'm happy to check that. What's the uh policy number?
[CUSTOMER][NEUTRAL] Um, so I only have it as the 64556.
[CUSTOMER][NEUTRAL] Um, but because on the card it doesn't show anything else, but I can give you the patient's info to look up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try this, see if it works. If not, we can definitely check my name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, all right. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, so the name is [PII]. It's spelled.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then [PII] is the last name. It's [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that didn't, it actually brought up somebody by the name of [PII]. I thought maybe we were on the right track, but it looks like it's not, that's OK. Um, I'm so sorry, [PII], we spelled [PII] one more time. It was [PII]
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] It's odd way to spell [PII].
[AGENT][POSITIVE] Yeah, that's why I was like, I wasn't even copying that down, dang it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And date of birth [PII]. OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is gonna be for an office visit you said?
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK. So the patient does have an active plan. Do you need the policy number?
[CUSTOMER][POSITIVE] Yes, if you can give it to me, that'd be great.
[AGENT][NEUTRAL] Yeah, absolutely. Let me grab, give that to you. So that's gonna be 025717777.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And it looks like the patient's plan allows a total of 4 office visits in a calendar year. It's a limited benefit, a hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so it pays a set amount towards the office visit, which is $100.
[CUSTOMER][NEUTRAL] OK, $100. OK, yes, so our office visit for without the insurance is usually 278 or $221 sorry, so and then his insurance will only cover $100 so he would have to pay the rest of that amount, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, that's all this plan is gonna pay. Yup.
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][POSITIVE] Perfect. All right, I will let the patient know. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.