AccountId: 011433970860
ContactId: a2a803bb-13ba-4df2-bfed-72f3b4399813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218600 ms
Total Talk Time (AGENT): 137216 ms
Total Talk Time (CUSTOMER): 64383 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a2a803bb-13ba-4df2-bfed-72f3b4399813_20250107T15:51_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, I am calling to get eligibility on a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with some eligibility today. And may I please get the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02505440.
[AGENT][NEUTRAL] 025. I'm so sorry and then after that.
[CUSTOMER][NEUTRAL] 440.
[AGENT][NEUTRAL] 02
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 0254440.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] Perfect. Your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right. Unfortunately, that number is not pulling up for anybody with that name. You said [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Maybe I gave you the wrong number.
[AGENT][NEUTRAL] I really think I took it down wrong. I think you gave it to me right and I just took it down wrong.
[CUSTOMER][NEUTRAL] Do you want me to try it again?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 05440
[AGENT][POSITIVE] Perfect, thank you. I did. I missed that 2 05 like.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm so sorry. Let me try that again.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] And awesome while that is loading, do you mind if I go ahead and get a good um a good name and call back number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] Wonderful. Thank you, Ms. [PII]. And uh one more time if you could give me [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much and you said you were looking for benefits today did I get that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right. Your patient is current and active. She has been since [PII], and we are her limited supplemental hospital indemnity policy. Um, are you looking, I guess, what type of benefits are we looking for so I can kind of narrow it down? OK. So she has hospital admission benefits, intensive care benefits, rehab, accidents or sickness surgical benefits in a facility or a physician's office.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] She has outpatient be a physician's office. OK, so she has the accident sickness and surgical benefits in a physician's office for up to $250 twice a year.
[CUSTOMER][NEUTRAL] Right there physician's office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she has outpatient accident and sickness treatment in a physician's office for up to $100 benefit 4 times a year. And the only other thing she has is preventative elective surgery in a physician's office for $500 up to once a year.
[CUSTOMER][NEUTRAL] OK, and does she have a copay that you know of?
[AGENT][NEUTRAL] No, because we're supplemental instead of major medical, we don't have co-pays.
[CUSTOMER][POSITIVE] Got it alright.
[AGENT][NEUTRAL] And then I do wanna let you know Miss [PII], that any benefit details I give you over the phone today are only a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Perfect thank you so much for giving us a call here at APL and I hope you have a fabulous day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.