AccountId: 011433970860
ContactId: e9e1b5cb-2989-43f6-b533-9f2f1f1cda7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158880 ms
Total Talk Time (AGENT): 105313 ms
Total Talk Time (CUSTOMER): 56929 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e9e1b5cb-2989-43f6-b533-9f2f1f1cda7e_20250312T20:46_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm with White River Health. um, I'm trying to verify eligibility for a patient. I'm not sure exactly what plan she has. I just know that she has a plan. um, they did not provide us with the card.
[AGENT][NEUTRAL] Oh, OK. Um, so, uh, let's see, let's see if we can look at that by their name. I can certainly help with that. And how do you spell the
[CUSTOMER][NEUTRAL] I do have a number. I did not have the card.
[AGENT][POSITIVE] 00, great. Wonderful. Uh, [PII], what is that card, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you very much. The policy went into effect on [PII]. It is active. Now, you mentioned eligibility. Is there anything else at all that I can tell you about this policy?
[CUSTOMER][NEUTRAL] Yes ma'am, is this just a plain medical plan or?
[AGENT][NEUTRAL] No, uh, what this is is it's, it's a hospital indemnity policy and what that is, uh, is that it pays a limited benefits for very specific services. So, um, what it will do is, uh, it will pay up to $2000 per day for a hospital admission. Um, it will pay up to $3000 for intensive care. Uh, it, it pays, uh, um.
[AGENT][NEUTRAL] $350 for an emergency visit uh for $75 per day for for um physician's office visit. Now, these are just a verification benefits, not a guarantee of payment, but that's the type of policy that this is that it will pay you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so if she has, sorry, I didn't mean to cut you off. OK, so this was they had put it in here for a specialty visit, so we'll pay some possibly towards her office visit.
[AGENT][NEUTRAL] Yeah. No, that's fine.
[AGENT][NEUTRAL] Yes, so for an office visit, um, they have, uh, she has 6 of those, uh, per calendar year at $75 each, and again just a verification, not a guarantee of payment. It doesn't look like she's used any of them, um, or he has used any of them, I should say so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, I've got that all noted down. Thank you so much and can I get your name or a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], we're gonna use that in today's date as a reference. [PII], is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, ma'am, that is it. Thank you so very much.
[AGENT][POSITIVE] Mhm, thanks for contacting AP have a good one.