AccountId: 011433970860
ContactId: eeab8003-6ccf-43d6-a11b-51de798d990e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211339 ms
Total Talk Time (AGENT): 86078 ms
Total Talk Time (CUSTOMER): 72217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/eeab8003-6ccf-43d6-a11b-51de798d990e_20250516T20:54_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I just need to verify benefits on a patient.
[AGENT][POSITIVE] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I'm not sure which one it is. I have two. Is it start with a D or?
[AGENT][NEUTRAL] Uh, no, it's the other one.
[CUSTOMER][NEUTRAL] That's not the one.
[CUSTOMER][NEUTRAL] OK, so it's 02622726.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] And what type of benefits were you needing?
[CUSTOMER][NEUTRAL] Um, she's coming in to establish care, so a new patient for office visit.
[AGENT][NEUTRAL] OK. Uh, show the policy is effective [PII], not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Um, so this is a limited hospital indemnity plan, and for this plan, it pays a maximum of $50 per visit and up to 4 visits per year.
[CUSTOMER][NEUTRAL] 4 visits per year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, no copay, deductible out of pocket.
[AGENT][NEGATIVE] No, it, it's just gonna pay a maximum of $50. We won't pay any more than that.
[CUSTOMER][NEUTRAL] $50.
[CUSTOMER][NEUTRAL] OK and um.
[AGENT][NEUTRAL] And then, um,
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh, this insurance, is it, what is the name? Is it the 90-degree benefits Multi-plan?
[AGENT][NEUTRAL] Uh, no, we are the American Public Life, but the, the ID number you have that, uh, it, it starts with a D, that's through the 90 degree benefits, and I can transfer you over there for that plan.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] But for this one that we're talking about, you'll file it with APL.
[CUSTOMER][NEUTRAL] APL OK, that's what I thought and what is your address?
[AGENT][NEUTRAL] And our address is [PII].
[CUSTOMER][NEUTRAL] For the claims.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 8 I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK and uh can I get a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, and you said you wanna transfer me over?
[AGENT][NEUTRAL] Yes, I'll get you transferred over to IMA. They, they're like the TPA for 90 degrees, so hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling IMA and 90 degree benefits.