AccountId: 011433970860
ContactId: aec961dd-97e0-4a84-95ab-fbf159942d4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149000 ms
Total Talk Time (AGENT): 67665 ms
Total Talk Time (CUSTOMER): 57875 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/aec961dd-97e0-4a84-95ab-fbf159942d4a_20250530T14:42_UTC.wav
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[CUSTOMER][POSITIVE] Thank you. Uh thanks.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] with Doctor [PII], and I'm needing to, uh, verify one patient's eligibility and benefits, please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, policy number 02622396.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]'s birthday is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII]. And what kind of benefits did you need to go over today?
[CUSTOMER][NEUTRAL] Uh, PCP visit.
[AGENT][NEUTRAL] Alright, the policy will pay up to $50.
[CUSTOMER][NEUTRAL] The primary doctor.
[AGENT][NEUTRAL] The policy will pay up to $50 per visit with a max of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] You say uh pay up to $50 for 4 visits per year?
[AGENT][NEUTRAL] Yes, this is a hospital indemnity policy. The policy will pay up to $50 per visit with a max of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, gotcha. Um, has the patient used any of his, um,
[CUSTOMER][NEUTRAL] Uh, visit
[AGENT][NEUTRAL] Um, hold on one moment, let me see.
[AGENT][NEUTRAL] Um, so far he has not used any of the benefits for [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Great. Can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and again, that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Yes ma'am, thank you. Uh, all right, and today's date, got you. Thank you. You have yourself a wonderful weekend.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Was there anything
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.