AccountId: 011433970860
ContactId: 07d50034-538e-4cfe-93a6-4376268ce52f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117339 ms
Total Talk Time (AGENT): 34989 ms
Total Talk Time (CUSTOMER): 51390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/07d50034-538e-4cfe-93a6-4376268ce52f_20250428T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from um South Louisiana ear, nose and throat, and I'm trying to see if this, um, I guess secondary insurance, um, would cover anything in office, um, like a specialty office.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good uh callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure it's um 02586904.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's a basic outline of the policy. I show the policy is effective [PII]. It is currently active.
[AGENT][NEUTRAL] And let me check on those specialist office visit benefits. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I don't show any benefits for office visits. This is like a limited hospital indemnity plan, so it's supplemental.
[CUSTOMER][NEUTRAL] OK, that's what I, that's what I thought as well, but, um, you know, he said no, they, they just said to give it to you. I was like, OK, so we put it in and I just wanted to verify it, but it is, it would not cover, would pick up anything um that the that the uh primary insurance would not pay because it's just for hospital, right?
[AGENT][POSITIVE] Correct, that's correct, yes.
[CUSTOMER][POSITIVE] OK, alright, well thank you very much. I appreciate it, OK?
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][POSITIVE] You too thanks bye bye.