AccountId: 011433970860
ContactId: f67abb17-1eff-44bc-a35c-77e5abc661bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269329 ms
Total Talk Time (AGENT): 124609 ms
Total Talk Time (CUSTOMER): 93479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f67abb17-1eff-44bc-a35c-77e5abc661bc_20250213T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I work for a doctor's office in [PII].
[CUSTOMER][NEUTRAL] And I was just calling to verify benefits and eligibility for a patient who's entered him some information on his cell and I can't figure out um which company to use.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with the benefits and eligibility, Miss [PII]. Can I please get your call back number just in case our call is connected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] I'm sorry, the business?
[CUSTOMER][NEUTRAL] The primary care office.
[AGENT][NEUTRAL] The patient's name?
[CUSTOMER][NEUTRAL] Oh, a patient's name sorry about that it's [PII].
[AGENT][NEUTRAL] Well, you
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And his policy number please?
[CUSTOMER][NEUTRAL] I'm sorry honey you you're kind of like just kind of cutting in and out. What was the last question?
[AGENT][NEUTRAL] What is his policy number?
[CUSTOMER][NEUTRAL] It's 02584424.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, Kettering Health Primary Care Yellow Springs.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull in his policy real quick.
[CUSTOMER][NEUTRAL] I it's OK
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy with us. His effective date is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is a hospital indemnity plan. This is just to verify his coverage. It's not a guarantee of payment. He has a limited benefit hospital indemnity plan that helps if he goes into the hospital, um, give it just a second for the benefits to load and I'll be able to give to you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK, and is this through American Public Life, is that the name of the insurance company?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] He has a hospital admission benefit if it goes in one day per calendar year of $500. He has 30 confinement day benefits of 30 days for if he's confined for 18 hours or more um of $50 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, he has
[AGENT][NEUTRAL] Uh, outpatient accident and sickness treatment benefit for ER urgent care center, physician's office, or a physical therapy center that pays $50.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] He has uh a diagnostic testing benefit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It pays 100
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, he also has critical illness benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the dollar amounts on those?
[CUSTOMER][NEUTRAL] No, I don't, I don't need that on there. Does he have like co-pays or anything like that with the with the insurance?
[AGENT][NEUTRAL] Let me look and see if he has any deductibles.
[CUSTOMER][NEUTRAL] And
[AGENT][NEGATIVE] No, he does not.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] So I don't have to enter any of that in there, OK, alright, perfect toy that'd be great if do you have a reference number by chance I can use?
[CUSTOMER][NEUTRAL] You have like your uh friend.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help. I do appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.