AccountId: 011433970860
ContactId: d7a3e763-a9b1-4f62-819c-d390aeba626a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203270 ms
Total Talk Time (AGENT): 94539 ms
Total Talk Time (CUSTOMER): 72229 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/d7a3e763-a9b1-4f62-819c-d390aeba626a_20250519T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I just need to verify benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], uh, telephone number is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It is 02622726.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective [PII].
[AGENT][NEUTRAL] And what kind of benefits were you needing?
[CUSTOMER][NEUTRAL] I just need to know if she has a copay any deductible out of pocket.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Um, so is, is this like for, this is like a limited hospital indemnity plan. It's like a supplemental policy, so will this be for office visit or is this in hospital benefits or?
[CUSTOMER][NEUTRAL] No, this is office visit, uh, primary care physician.
[AGENT][NEUTRAL] OK. Uh, for a physician's office visit, this policy pays $50 per day to a max of 4 days per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, I think I spoke to you on Friday, but I wasn't sure if I was calling the other number that you gave me or not because you said that there was another part that I had to call.
[CUSTOMER][NEUTRAL] For the uh.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, let me pull up her card real quick.
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I was like I think I already called but I like I couldn't remember.
[AGENT][NEUTRAL] Yeah, so there is a 90 degree benefit policy, um, so they've got two different policies. So this one though with us is the um,
[CUSTOMER][NEUTRAL] Got you, uh huh.
[AGENT][NEUTRAL] The benefits I just quoted.
[AGENT][NEUTRAL] And then the other one, I, did you get a hold of them or I can transfer you over there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I don't, I couldn't remember if I had the right number.
[CUSTOMER][NEUTRAL] So I was like oh let me call again because I don't remember.
[AGENT][NEUTRAL] Yeah, there's
[AGENT][NEUTRAL] Yeah, there's an ID number on the front of the card. It starts with a D as in Delta and then 4970022. That one, the customer service number is the [PII], and they can they can verify those benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] OK, so it's 00 it's 80933.
[AGENT][NEUTRAL] 373 4.
[CUSTOMER][NEUTRAL] And this plan, is it a secondary plan?
[AGENT][NEUTRAL] No, it's like it's a, it's like a supplemental policy.
[AGENT][NEGATIVE] So it doesn't coordinate benefits with um primary, it just pays a flat dollar amount.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Got you. All right, thank you so much for your help and have a great day. Bye-bye.
[AGENT][POSITIVE] OK. Thank you for calling APL. You too. Bye-bye.