AccountId: 011433970860
ContactId: ccd8070c-49f2-46d0-b5d0-6aa65f3d2754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149479 ms
Total Talk Time (AGENT): 62860 ms
Total Talk Time (CUSTOMER): 56159 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ccd8070c-49f2-46d0-b5d0-6aa65f3d2754_20250220T21:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I am calling from a doctor's office trying to get some eligibility information on a patient.
[AGENT][POSITIVE] All right, I'm happy to check on eligibility for you today. Do you mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Do we have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 022.
[AGENT][NEUTRAL] Whenever
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 83629.
[CUSTOMER][NEUTRAL] Do you need that yellow sheet?
[AGENT][NEUTRAL] All right, thank you, one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. The effective date on the plan is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I am not sure if you can tell. I had just never heard of this insurance before um, trying to see if we were in network because he said when he called they said everywhere is in net that there's not a network and he can go anywhere so I just wanted to verify before I scheduled him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, so that is correct. Um, what this is, [PII], is what they call a limited benefit plan or hospital indemnity, um, so it's just gonna pay that set amount depending upon what the patient's being seen for. Are they coming in for like office visit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we're a primary care and I don't think we do take the limited plans unfortunately.
[AGENT][NEUTRAL] Oh, OK, yeah, so like their benefit allows them 6 office visits in a year and then it pays a benefit amount of 75 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I think you've given me all that I need. Thank you for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem. I hope you have a good day. Anything else?
[CUSTOMER][POSITIVE] You too, no that's all thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye