AccountId: 011433970860
ContactId: 11fdc58d-74ed-46dd-8a0d-629a2627beae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222490 ms
Total Talk Time (AGENT): 65945 ms
Total Talk Time (CUSTOMER): 96977 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/11fdc58d-74ed-46dd-8a0d-629a2627beae_20250610T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], initial last name for [PII]. I'm calling from Viking Enterprises.
[AGENT][POSITIVE] OK, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Uh, I need general accumulation for in and out of network deductible and out of pocket for a member ID please.
[AGENT][NEUTRAL] OK. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Direct, no extension.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] It is 261-735-1.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Next [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, so the policy is active and effective for [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you needed benefits for outpatient services or what type of services?
[CUSTOMER][NEUTRAL] Uh, can you repeat the, the, the month of the effective date, June?
[AGENT][NEUTRAL] Effective date [PII].
[CUSTOMER][NEUTRAL] OK. OK. I need the type of plan, please.
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you right.
[AGENT][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] How do you spell it?
[AGENT][NEUTRAL] S U P P L E M E N T A L.
[CUSTOMER][NEUTRAL] OK. And it is self-funded?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] It's fully funded.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, because someone said that it is hospital and dignity plan and it is self-funded.
[AGENT][NEUTRAL] Yes, it's an HI plan. um, I don't see it self funded.
[CUSTOMER][POSITIVE] It is fully funded, OK.
[CUSTOMER][NEUTRAL] So the type of plan is hospitals and dignity plan.
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, thank you. And can I know the general accumulation for in and out of network, deductible and out of pocket?
[AGENT][NEUTRAL] It's a hospital indemnity plan, so there's not a deductible or out of pocket, just pays a certain dollar amount for certain procedures.
[CUSTOMER][NEUTRAL] Oh, so the ambulance, uh, ground ambulance, is it covered?
[AGENT][NEUTRAL] Um, not a guarantee of payment, basic outline of the policy. For ground ambulance, it pays $50 per day, a max of 1 day per calendar year.
[CUSTOMER][NEGATIVE] $50 per day per calendar year. So it's not covered.
[AGENT][NEUTRAL] Covered for $50.
[CUSTOMER][NEUTRAL] Covered for $50. OK. And uh does this plan have out of network?
[AGENT][NEUTRAL] There's no network.
[CUSTOMER][NEUTRAL] Benefits or no?
[AGENT][NEUTRAL] It's, it's not a network policy, so it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Supplemental policy.
[CUSTOMER][NEUTRAL] OK. Thank you. Can I know your initial last name, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. And the reference number is the date of now, of the day and your name again?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.