AccountId: 011433970860
ContactId: 295498bb-1462-474a-8ae3-ac21e2d00e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148009 ms
Total Talk Time (AGENT): 48152 ms
Total Talk Time (CUSTOMER): 49527 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/295498bb-1462-474a-8ae3-ac21e2d00e49_20250611T18:23_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], my name is [PII]. I'm calling with Intercare Community Health Network, and I'm calling to verify if a patient has coverage with you guys.
[AGENT][NEUTRAL] I can help you with eligibility and benefits [PII] um can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[CUSTOMER][NEUTRAL] And my my extension is [PII].
[AGENT][NEUTRAL] And I'm sorry, what was the last 4 of your phone number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02588019.
[AGENT][NEUTRAL] Alright, give me just a second to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] It's [PII], date of birth of um [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Looks like this is a hospital indemnity policy.
[AGENT][NEUTRAL] It's an effective date of
[CUSTOMER][NEUTRAL] OK, so it does not have.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm sorry, so it doesn't have any kind of office visit coverage.
[AGENT][NEUTRAL] Um, it's not looking like it. Let me double check and make sure.
[CUSTOMER][NEUTRAL] Like if she came to like a PCP.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Let me check. Um, typically not with this one.
[CUSTOMER][NEUTRAL] OK, that's what I was, that's what I thought when I read the card, but I was like, let me just call and make sure.
[AGENT][NEUTRAL] Yeah, she doesn't have a PCP on here. Um, I would call her and see if she has a primary insurance cause we're not major medical.
[CUSTOMER][POSITIVE] OK perfect thank you so much I hope you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling AL. Have a great day.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] Yeah thanks bye bye.