AccountId: 011433970860
ContactId: ca780564-5966-4b1d-bc70-5b7f9c68f469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106080 ms
Total Talk Time (AGENT): 44911 ms
Total Talk Time (CUSTOMER): 51695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ca780564-5966-4b1d-bc70-5b7f9c68f469_20250529T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the provider's office. I just need to make sure that a plan is active.
[AGENT][NEUTRAL] OK. Happy to check eligibility, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] It is 02452612.
[CUSTOMER][NEUTRAL] I just tried to check in [PII].
[AGENT][NEUTRAL] And patient's name and date of birth please.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[CUSTOMER][POSITIVE] Perfect. Does he have any kind of co-pays or anything for specialty clinics?
[AGENT][NEUTRAL] For an office visit, let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] What's the name
[AGENT][NEUTRAL] Right, it's not gonna be a co-pay. So the plan type is a limited benefit, um, hospital indemnity plan.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just gonna pay that set amount towards the office visit. I'm just pulling that up here, [PII], one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] He does have a primary insurance so um.
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Whatever is left over after the primary pays then we'll send it to the secondary and then if whatever's left over we'll just send him a bill.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right sweetie I just wanted to make sure it was still active.
[AGENT][NEUTRAL] Yeah, no, absolutely, and it looks like it pays $25 towards the visit.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][POSITIVE] That sounds great. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.