AccountId: 011433970860
ContactId: b5851594-baff-4b3b-b9d3-83dde3272668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141020 ms
Total Talk Time (AGENT): 79274 ms
Total Talk Time (CUSTOMER): 33298 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b5851594-baff-4b3b-b9d3-83dde3272668_20250613T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I was wanting to get some information on the benefits for a member.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Lakeside Clinic.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. And what's the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 02596744.
[AGENT][NEUTRAL] Thank you what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Alright, and you need benefits for an office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And this is one of our limited hospital indemnity policy. It is a limited policy, um, and we cover $50 per visit, maximum of 4 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how much is the patient responsibility?
[AGENT][NEUTRAL] Um, the $50 is a flat amount, so anything over basically, um, we don't have any contractual involvement on the remaining, but, uh, it's up to the provider's discretion because we don't know if they have any other policies out there.
[CUSTOMER][NEUTRAL] Or is that just
[CUSTOMER][POSITIVE] OK, OK, that was my, that was what I was wondering right there you just answered my question. Alright, I thank you that's all I need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, you're welcome and thank you for calling APL. Have a good afternoon and a good weekend, Ms.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.