AccountId: 011433970860
ContactId: 24f06937-09e7-499c-90c1-4329859f8405
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161759 ms
Total Talk Time (AGENT): 76705 ms
Total Talk Time (CUSTOMER): 55150 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/24f06937-09e7-499c-90c1-4329859f8405_20250128T21:23_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, um, I need to ask a question. Um, I'm having surgery on Thursday and I wanted to know what does, um, what does it all cover?
[AGENT][NEUTRAL] OK. Sure. I can assist you with benefits for surgery. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, it is 0255.
[CUSTOMER][NEUTRAL] 5554.
[AGENT][POSITIVE] Thank you. Mhm.
[AGENT][NEUTRAL] In for security.
[CUSTOMER][NEUTRAL] Oh, maybe that's
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] The email address on file.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Perfect. Thank you. All right. So let me check and see how much you cover for surgery. And this is gonna be outpatient hospital or it's gonna be in office?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, and before I give you any benefit information, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] OK, you have one of our limited hospital indemnity plans. Um, with this one, it looks like we cover 250 per day for outpatient surgery.
[CUSTOMER][NEUTRAL] And what does, could you explain that to me?
[AGENT][NEUTRAL] Mm OK. Um, the, the amount that we cover is 250. So that will be the maximum the policy will cover. Mhm.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, OK, I just wanted to know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, Ms. [PII]. Well, thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK.