AccountId: 011433970860
ContactId: 04bbfb57-b1f9-47cf-b7c5-a8833e441f62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183500 ms
Total Talk Time (AGENT): 75807 ms
Total Talk Time (CUSTOMER): 66036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/04bbfb57-b1f9-47cf-b7c5-a8833e441f62_20250423T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good, uh, morning. Oh, good afternoon. Hey, uh, my name is [PII]. I was trying to call to verify member eligibility if I may.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, and you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh 02587090 and also any chance you'd be able to give me uh claims address and copay through through emergency services?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, absolutely. Um, let me see, so do you have the patient name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][NEUTRAL] Uh, show the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And did you need the benefits for ER, is that right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, I just need to know if they have a copay.
[CUSTOMER][POSITIVE] And can I get that start date again? I'm so sorry.
[AGENT][NEUTRAL] Start date is [PII].
[CUSTOMER][NEUTRAL] 13 got you.
[AGENT][NEUTRAL] On a guarantee of payment basic outline of the policy. Um, so this is like a limited hospital indemnity plan. Um, let me see, it's like a supplemental policy, so they have very limited benefits. Let me see if there's any ER.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah, so it looks like for this policy, they just have a hospital admission benefit, hospital confinement.
[AGENT][NEUTRAL] A surgical benefit and diagnostic testing. I don't show any um ER benefit.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] You know, emergency service benefits. That's OK. Um.
[CUSTOMER][NEUTRAL] And uh any chance that the call reference number?
[AGENT][NEUTRAL] Uh call reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much. I appreciate all your help today. Oh wait, may I just have a claims address just because they, I don't know, they're really particular about this kind of stuff.
[AGENT][NEUTRAL] Sure. Uh it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Can I just get the zip codes again? I'm so sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you very much, [PII]. I appreciate your help today.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too.