AccountId: 011433970860
ContactId: c03a9395-21b4-4aef-9791-a9512ced8dca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 101575 ms
Total Talk Time (CUSTOMER): 76620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c03a9395-21b4-4aef-9791-a9512ced8dca_20250403T15:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling you from, um, Doctor [PII]'s office. I have a patient here that has American Public Life. I'm trying to see, um, if he has any type of co-pay, also his eligibility for today. It's a primary care doctor.
[AGENT][NEUTRAL] OK, sure. I can assist you with eligibility, um, [PII]. And may I have um a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, so call back is [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the doctor or the office?
[CUSTOMER][NEUTRAL] Um, the clinic name is [PII], but the doctor is Doctor, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I have the member ID. Is that OK?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Alright, so it's D as in David 41.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] 357 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, that's not our ID, um, do you have any other numbers besides that the number?
[CUSTOMER][NEUTRAL] Uh, no, that's all they put in here when they made the appointment. Maybe I can give you the the name and date of birth.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's do that. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] All right, last name is [PII], [PII]
[AGENT][NEUTRAL] OK, and you spelling of the first name.
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me try and.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Yes, that is it.
[AGENT][NEUTRAL] All right. And you say you need eligibility.
[AGENT][NEUTRAL] And we have an effective date of [PII]. It is showing active at the moment. Now, this is one of our limited hospital indemnity policies.
[CUSTOMER][NEUTRAL] OK, and then does he have any type of co-pay for like a physical?
[AGENT][NEUTRAL] Um, there is no co-payments, coinsurance, or deductibles on this one. It just pays a flat amount based on the service. So if he goes like for an office visit, it covers, um, let me go ahead and give you that, and this is not a guarantee of payment, just a verification of coverage. We cover $75 per visit, maximum of 5 visits per covered person per calendar year.
[CUSTOMER][NEUTRAL] OK, thank you and then what was your name again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much. So and then I'll go ahead and take care of that thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all thank you so much.
[AGENT][POSITIVE] OK. Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye.