AccountId: 011433970860
ContactId: d3052393-2dfa-4399-872b-3b48ebc4161c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190429 ms
Total Talk Time (AGENT): 84725 ms
Total Talk Time (CUSTOMER): 72589 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d3052393-2dfa-4399-872b-3b48ebc4161c_20250521T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with Ashner Health. I'm calling to check um the eligibility or active, uh, status of an insurance policy, please.
[AGENT][NEUTRAL] OK, we were just needing to uh make sure our policy is still active.
[CUSTOMER][NEUTRAL] Yes, ma'am, to check that, um, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. I'm sorry, [PII]. I'm like, I need more coffee this morning.
[AGENT][NEUTRAL] Oh, that's OK. No, trust me, it has been that kind of day. I, I, I think everybody's feeling it.
[AGENT][NEUTRAL] All right. And then, but do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] Yes, it's 02611351.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, let me ask you this, um, is this a limited indemnity or is it a full policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is. No, this is a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] Do you know how many uh visits they're uh limited to?
[AGENT][NEUTRAL] Sure, I can get that pulled up. Give me just a moment.
[AGENT][NEUTRAL] You are talking about just regular office visits?
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Um, yes, ma'am, our specialties also.
[AGENT][NEUTRAL] OK, yeah, give me just a moment, let me take a look. They are all pretty different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your first name again? Is it [PII]?
[AGENT][NEUTRAL] Uh, yeah, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty here we are.
[AGENT][NEUTRAL] OK, and of course I will let you know verification of coverage is not a guarantee of payment for claims, uh, so that physician's office benefit that pays $50 per day, maximum of 4 days, uh, per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK, great, that's what I needed. Is there a reference number [PII]?
[AGENT][NEUTRAL] So that would just be my first name, last initial, and today's date, uh, so my last initial is [PII] and there was anything else I could help you with [PII]? Yes.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] No, ma'am, you've been amazing. Thank you.
[AGENT][POSITIVE] Alright, glad to hear it thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.