AccountId: 011433970860
ContactId: aacb9cd8-b05f-43ca-9721-fb8c09ecb8fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160809 ms
Total Talk Time (AGENT): 73228 ms
Total Talk Time (CUSTOMER): 56210 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/aacb9cd8-b05f-43ca-9721-fb8c09ecb8fa_20250203T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Emmanuel Family Clinic in [PII]. I was just trying to verify um benefits and eligibility for one of our patients.
[AGENT][POSITIVE] OK, not a problem. Happy to check on benefits and eligibility, [PII]. What is their their policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, 02473651.
[AGENT][POSITIVE] All right, thank you so much. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date on this, it looks like it's showing [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have like a co-payment deductible for like a regular sick office, is it?
[AGENT][NEUTRAL] It's just an office visit. Let's see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so they have a limited benefit plan like hospital indemnity plan. It pays just a set amount for an office visit. Give me just one second and I'll pull that up here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not gonna be like a co-pay. It just pays that set amount towards the visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So it looks like the patient is allowed up to 5 visits in a year, and the plan will pay $75 towards the visit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] OK, 5 office. This is a year and 785. OK, perfect. All right. And we are in. Could you see if Doctor [PII] is in network with this plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, there's actually on this plan there's no network required so should be able, yeah, should be able to use it, no problem. He or she.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][POSITIVE] OK, perfect. All right. Well, thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.