AccountId: 011433970860
ContactId: bd542c8e-547e-4f76-a4b4-e0e1e483423f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185460 ms
Total Talk Time (AGENT): 64289 ms
Total Talk Time (CUSTOMER): 53102 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/bd542c8e-547e-4f76-a4b4-e0e1e483423f_20250516T18:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm just calling to verify benefits and eligibility for a member.
[AGENT][NEUTRAL] OK, well, I can help you with both the benefits and the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Uh, contact number is [PII].
[CUSTOMER][NEUTRAL] And then the member ID is 02566198.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [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].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, just a professional office physician but like office visit.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold while I take a look at the policy?
[CUSTOMER][NEGATIVE] No, not at all.
[AGENT][NEUTRAL] Alright, thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thanks for holding. So for the physician office, the policy will pay up to $75 per day with a max of 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then, um, does it show like how many of those 6 he's used?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] He's used 3 for this year so far.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then um last thing, is there a copay amount or anything for him?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's no co-pay for this, um, policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well thank you so much [PII] um that is all I needed to find out if I could just get a good reference number from you.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Got it. Alright, well thank you so much [PII] and I hope you have a good weekend.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye.