AccountId: 011433970860
ContactId: e0d61226-7ad8-445f-83b9-30aeec4eec1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153110 ms
Total Talk Time (AGENT): 40703 ms
Total Talk Time (CUSTOMER): 86160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e0d61226-7ad8-445f-83b9-30aeec4eec1e_20250620T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Community Quick Care. I have a patient who just brought uh who's come in today for an appointment with us and just brought in this new insurance, um, and I see on the front it says Group Hospital indemnity, and I just wanna make sure that he would be covered for a primary care physician office visit with this insurance or if it doesn't cover that kind of thing.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number for the patient?
[CUSTOMER][NEUTRAL] 02616070
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Was 3392. I'll do and I need to put in for that 16.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, let me get that policy pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] You wanna do a.
[CUSTOMER][NEUTRAL] Um, what time?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, that would be fine
[CUSTOMER][NEUTRAL] to call take care.
[CUSTOMER][NEUTRAL] What's your birthday again [PII].
[AGENT][NEUTRAL] OK, it's not a guarantee of payment, basic outline of the policy. Um, let me see, I got.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, and then
[AGENT][NEUTRAL] So, for physician office visits, it's a maximum payable of $75 and it's 6 times per calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] You said 66 visits per year?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and but there's not a set copay or deductible or anything correct?
[AGENT][NEUTRAL] That's correct. It's a flat dollar amount payment of $75.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And what's a good reference number for the call please?
[AGENT][NEUTRAL] It's my name is [PII], first [PII], [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much I hope you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You to