AccountId: 011433970860
ContactId: 00463647-6a7c-4ab5-9676-eca028bd0321
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229820 ms
Total Talk Time (AGENT): 120056 ms
Total Talk Time (CUSTOMER): 79356 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/00463647-6a7c-4ab5-9676-eca028bd0321_20250415T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you, can you, can you hear me, [PII]? Sorry.
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Can can you hear me now?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh sorry, sorry, my, my phone accidentally muted on me. Um, I, I'm calling from Kaiser Permanente with the insurance verification department. My name is [PII]. Um, I was just calling to confirm coverage for a member.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, [PII], I can help you with coverage. um, can you please give me your callback number, sir, just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] Definitely a callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Alright, so, uh, name is [PII]. Uh, date of birth is [PII], and then the policy number that was sent over is 02486928.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do have [PII] pulled up. Uh, I do show that he does have an active policy. The effective date of the policy is [PII], and it's current and active.
[CUSTOMER][NEUTRAL] And then, um, question is this a full medical policy like um say this person came in for um like an office visit, uh, would you guys cover that?
[AGENT][NEUTRAL] OK, so, um, I'll give you the benefits of the policy, and this is just to verify the benefits. It's not a guarantee of payment. This is a supplemental insurance policy. It helps with deductible, co-pay, and co-insurance.
[AGENT][NEUTRAL] The insured has an inpatient calendar year benefit amount of $5000 and an outpatient calendar year benefit amount of $1000 to go towards the deductible, co-pay or co-insurance. Now I'm gonna pull it up real quick, the policy just to make sure that office visits are covered under this policy. So it's gonna be just a second while I pull it in and and check it out real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem at all.
[CUSTOMER][POSITIVE] No problem at all I appreciate your help.
[AGENT][POSITIVE] No, it's no problem for me. I enjoy helping.
[AGENT][NEUTRAL] OK, so on this policy, the treatment in the office is covered, but the physician's office visit fee is not covered.
[CUSTOMER][POSITIVE] OK, good to know. Awesome thank you so much. um, I believe that actually is all I needed to know um uh do you happen to have a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Will do awesome thank you so much, [PII]. I appreciate your help.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Well, you're very welcome, [PII]. I hope you have a wonderful rest of your week and we thank you for calling APL.
[CUSTOMER][POSITIVE] Uh, thank you as well, hopefully we can get to Friday quick.
[AGENT][POSITIVE] Yes, like, like, let's let it happen now, please.
[CUSTOMER][NEUTRAL] Right, and uh with with the good weather as well, you know, throughout the entire week.
[AGENT][NEUTRAL] Yes. Yes, sir.
[CUSTOMER][POSITIVE] All right, you enjoy the rest of your day.
[AGENT][POSITIVE] You too, [PII]. Thank you so much. bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.