AccountId: 011433970860
ContactId: e1d28dc6-5348-40ab-99c0-7e7ac2573c25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163070 ms
Total Talk Time (AGENT): 73268 ms
Total Talk Time (CUSTOMER): 58562 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/e1d28dc6-5348-40ab-99c0-7e7ac2573c25_20250401T16:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to see if I can get benefit eligibility and benefit information for a member.
[AGENT][POSITIVE] OK, [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I do, um, it is 02587215.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this is not a guarantee of payment. It's a basic outline of the policy, um, I show he is active and effective [PII].
[AGENT][NEUTRAL] And get his policy pulled up.
[AGENT][NEUTRAL] And do you need like outpatient benefits or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I need, um, doctor's, um, doctor's office visit. I don't even know if we're in network with this plan, but.
[AGENT][NEUTRAL] Um, so this is a supplemental plan and there's no network that applies to the plan, um, for physician's office visit, uh, which has to be for treatment of accident or illness, that's gonna be, it's gonna pay $100 per day and it's 1 day per calendar year that it'll pay out that amount.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so this is only for accidents?
[AGENT][NEUTRAL] Accident or illness?
[CUSTOMER][NEUTRAL] Um, and then like illness, what do y'all consider illness? Um, because he's trying to schedule like a, like an anxiety type visit.
[AGENT][NEUTRAL] It just
[AGENT][NEUTRAL] It's just anything besides preventative, so.
[CUSTOMER][NEUTRAL] OK, anything precise, OK, and how much do y'all cover a day?
[AGENT][NEUTRAL] It's $100 per day, and it's a maximum of 1 day per calendar year for a physician's office visit.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Could I get a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number will be my first name, [PII]. Last initial or first initial last name is D as in dog, and today's date.
[AGENT][NEUTRAL] Can I help with anything else today, [PII]?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.