AccountId: 011433970860
ContactId: a1824918-fca1-4c3e-b4d4-97d1d2a95953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135250 ms
Total Talk Time (AGENT): 77728 ms
Total Talk Time (CUSTOMER): 49793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a1824918-fca1-4c3e-b4d4-97d1d2a95953_20250102T20:33_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from Headland Family Medicine and I just needed to verify benefits and eligibility on a patient.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 01782670.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to help you with the eligibility and benefits for [PII]. I am showing that his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] Now, this is a limited hospital indemnity policy. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] It would be for office visit for primary care.
[AGENT][NEUTRAL] Alright, thank you. His policy does provide a benefit for office visits. We pay $75 up to 54 visits per calendar year, and that is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] And [PII], what's your callback number? I forgot to get it. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, that's fine. It's [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right thank you and can I get a reference number for this call?
[AGENT][NEUTRAL] It's gonna be my name in today's date, and I spell my name [PII]. And if you would please note that all benefits given over the phone is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] And thank you for calling APL [PII]. My pleasure to assist you with those benefits. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.