AccountId: 011433970860
ContactId: c1a9b9cb-f4d9-4b51-b92b-530cbf2135c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 69417 ms
Total Talk Time (CUSTOMER): 46118 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c1a9b9cb-f4d9-4b51-b92b-530cbf2135c1_20250103T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, uh, my name is [PII], um, I am calling in just to, um, confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It's going to be 024950008.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am it's gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII] birthday [PII].
[AGENT][NEUTRAL] Thank you for verifying that for me, [PII], and you're just wanting the eligibility dates for [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I have that information for you. Showing the effective date is [PII]. Uh, the policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] Verified by phone. Alright, um, would he have any type of, um, um, office visit, uh, co-pay or anything that we have to pay before?
[AGENT][NEUTRAL] Any type of office visit copay and what was the other?
[CUSTOMER][NEUTRAL] Yes ma'am, or any um like if you have a deductible as well?
[AGENT][NEUTRAL] OK, so there is an office visit benefit under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I show that benefit to be.
[AGENT][NEUTRAL] Let's see, give me a second.
[AGENT][NEUTRAL] It covers up to $75 per visit for the office visit, so the policy covers up to $75 of the bill charge per visit, and the maximum number of visits per calendar year are 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] And of course information provided is verification, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that's for any service, you know, if if there's treatment in the office, along with the office visit, it's, it's up to 75.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh dollars per day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's all I was needing to know.
[AGENT][POSITIVE] Alrighty, anything else I can help out with today, [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that'd be it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.