AccountId: 011433970860
ContactId: d42999b8-eec4-476a-8922-df42c4a11a7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167440 ms
Total Talk Time (AGENT): 89015 ms
Total Talk Time (CUSTOMER): 44900 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d42999b8-eec4-476a-8922-df42c4a11a7f_20250508T18:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Um, yes, I was calling to get eligibility and benefits for one of our patients.
[AGENT][POSITIVE] OK, sure. I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from, from my notation?
[CUSTOMER][NEUTRAL] Henry Ford Health.
[AGENT][NEUTRAL] OK. Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 022 04155
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. What type of service is being rendered for benefits, Missy?
[CUSTOMER][NEUTRAL] I was looking for um office visit co-pays for PCP and specialists.
[AGENT][NEUTRAL] OK. All right. Before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. We have an effective date of [PII]. It is active at the moment.
[AGENT][NEUTRAL] And this is one of our limited hospital indemnity policies. And with this one, we cover $75 per visit, maximum of 5 visits per covered person per calendar year, and this is combined benefits for PCP or specialist.
[CUSTOMER][NEUTRAL] Oh, OK. And how, how many visits do they have left?
[AGENT][NEUTRAL] OK, let me check on that.
[AGENT][NEUTRAL] As of today, she has used 3.
[AGENT][NEUTRAL] 05.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK. All right. And then, um, your name was?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's it. Thank you. Is there a reference number for the call?
[AGENT][NEUTRAL] We don't, we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you for your help. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Mrs. [PII], and thank you for calling APO. Have a good afternoon. Mm, bye bye.
[CUSTOMER][NEUTRAL] You too bye.