AccountId: 011433970860
ContactId: d1bf5bf5-f23e-4aa6-bb9e-6774e712ee4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166520 ms
Total Talk Time (AGENT): 77876 ms
Total Talk Time (CUSTOMER): 80991 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/d1bf5bf5-f23e-4aa6-bb9e-6774e712ee4c_20250520T20:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was just calling to see if I can reach like for eligibility benefits for a mutual patient.
[AGENT][POSITIVE] Yes, I can help with eligibility and benefits. With whom am I speaking?
[CUSTOMER][NEUTRAL] Uh, this is [PII] with Chris Trinity Clinic. I'm a CPR representative.
[AGENT][POSITIVE] OK. Thank you very much. What's the policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, policy number, I wasn't too sure. I is it the medical I oh, the policy, OK, 02608910.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is gonna be for [PII], um, date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] and then um for the like the whatever number to dial you can just press any number.
[AGENT][NEUTRAL] OK, thank you. The policy went into effect on [PII]. It is, it is active.
[AGENT][NEUTRAL] Um, now, is there any particular, uh, benefits that you needed to know about for this hospital indemnity policy?
[CUSTOMER][NEUTRAL] Um, I guess maybe if there's any co-pays on this.
[AGENT][NEUTRAL] Yes, for the physician's office.
[AGENT][NEUTRAL] What it will do is it will um pay up to $50 for 4 office visits.
[AGENT][NEUTRAL] Um, within the calendar year, and that is just a verification of the benefits, not a guarantee of payment, but that is what the policy does.
[AGENT][NEUTRAL] It pays up to those 4 visits and um I'm just checking uh here uh just to see how many she has used for the current year. Excuse me just a moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It looks like one of those visits were used, so it looks like there's 3 additional visits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is whenever so she'll have 3 visits for uh she has the next 3 visits for free or she has the next 3 visits for $50 with the copay?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It is what we would do is we would pay up to $50 for those visits and, and again, uh, for each visit, and again, just a verification, not again to your payment.
[CUSTOMER][NEUTRAL] OK, let me see and then let me see.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Um, I don't believe so. No, I think that should be it.
[AGENT][POSITIVE] OK, well, thank you very much for contacting API. I hope you have a very good day.