AccountId: 011433970860
ContactId: d3d76e40-369c-4b38-aaaa-4bfa9e946d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195130 ms
Total Talk Time (AGENT): 94640 ms
Total Talk Time (CUSTOMER): 72094 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d3d76e40-369c-4b38-aaaa-4bfa9e946d8f_20250625T20:18_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with, uh, [PII]'s office, and I was trying to check eligibility and benefits on a patient's insurance plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits. Can I please get your callback number, right, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is gonna be [PII] and my extension is [PII].
[CUSTOMER][NEUTRAL] Work
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] All right, uh, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see, it looks like the policy number is 02594802.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] All that
[CUSTOMER][NEUTRAL] work
[AGENT][NEUTRAL] OK, looking at [PII]'s policy, I do show the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Is this going to be for inpatient or outpatient?
[CUSTOMER][NEUTRAL] Uh, inpatient.
[AGENT][NEUTRAL] OK, and this is just to verify his benefits. It's not a guarantee of payment he has um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] A hospital admission benefit one day per calendar year of $1000 and then his confinement benefit is 30 days per calendar.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] year and it pays $100 for accident or sickness.
[AGENT][POSITIVE] Um, he has a surgical benefit.
[AGENT][NEUTRAL] That pays once per calendar year of $500.
[CUSTOMER][NEUTRAL] Pray for.
[AGENT][NEUTRAL] And then he also has diagnostic testing that pays $100.
[CUSTOMER][NEUTRAL] Alright, and does he have any copays or anything like that if he were to go to a regular provider?
[AGENT][NEUTRAL] No, ma'am, not with us.
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and put that down and uh is there an end date or just the effective date?
[AGENT][NEUTRAL] It just starts from his effective date. There's no end date and the policy is still current.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, that sounds good. I will go ahead and let her know so that way she could not take this thank you.
[AGENT][POSITIVE] OK. You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I think that should be it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL you're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. You too. All right, bye.
[AGENT][NEUTRAL] Bye-bye.