AccountId: 011433970860
ContactId: d1c70353-c8fe-44ca-8124-9051f3239933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148160 ms
Total Talk Time (AGENT): 84887 ms
Total Talk Time (CUSTOMER): 40408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d1c70353-c8fe-44ca-8124-9051f3239933_20250114T21:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was needing to get benefits for a patient, um, on her medical coverage.
[AGENT][POSITIVE] It will be my pleasure to assist you. Give me just one second to get to that screen and I'll be happy to assist you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the patient's policy number please, ma'am?
[CUSTOMER][NEUTRAL] Policy number is 02474924.
[AGENT][NEUTRAL] What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. I appreciate that. And I can help you with the eligibility and benefits for [PII]. I'm showing her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you were needing benefits as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What type of benefits are you needing, [PII]?
[CUSTOMER][NEUTRAL] Uh, co-pay for a PCP office visit?
[AGENT][NEUTRAL] OK. Now, on this policy, there is no deductible, co-pay or co-insurance. This is a limited hospital indemnity policy. She does have an office visit benefit and the maximum we pay per visit is $75.
[AGENT][NEUTRAL] And that's up to 4 visits per calendar year.
[AGENT][NEUTRAL] At this time, of course, she's not used any of that benefit.
[CUSTOMER][POSITIVE] The calendar year perfect.
[CUSTOMER][NEUTRAL] Alrighty and then do you have a reference number for the call?
[AGENT][NEUTRAL] Reference number would be my name in today's date. I spell my name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][NEUTRAL] And if you would please note all benefits given over the phone is a verification coverage, not a guarantee of payment. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks you too bye bye bye.
[AGENT][POSITIVE] Thank you bye bye.