AccountId: 011433970860
ContactId: 2ebdb181-9b91-4d62-a4ea-e09178816aac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193960 ms
Total Talk Time (AGENT): 95577 ms
Total Talk Time (CUSTOMER): 62303 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/2ebdb181-9b91-4d62-a4ea-e09178816aac_20250314T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Family Healthcare. I was calling to verify patients benefits.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with benefits. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Alright, that's gonna be 02559169.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you. I appreciate that.
[AGENT][POSITIVE] And it would be a pleasure to assist you with eligibility and benefits for Mr. [PII].
[AGENT][NEUTRAL] I'm showing that this policy is active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. um, may I ask what kind of network is it? Does it have a network?
[AGENT][NEUTRAL] The policy does not just.
[CUSTOMER][NEUTRAL] I'm trying to see if we're in network.
[AGENT][NEUTRAL] Yeah, there's no network partic participation required.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] This is not a major medical policy, it's a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it only it, does that mean that it only covers hospital visits?
[AGENT][NEUTRAL] Um, it does cover your inpatient hospital. She does have, or he does have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The outpatient benefit.
[AGENT][NEUTRAL] Treatment rider, which covers emergency room, urgent care, physician's office, and therapy along and then
[AGENT][NEUTRAL] Surgical procedures in the hospital outpatient facility or freestanding outpatient surgery center, sorry, or surgeries in a phys I'm so sorry. I've got the Friday afternoon tongue, I reckon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's fine. It's almost time to go home.
[AGENT][NEUTRAL] And yeah, and surgery in a physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would it cover like a regular standard office visit or um say like a annual preventative exam?
[AGENT][NEUTRAL] It would not. This policy, actually the benefits um only cover accident diagnosis. There's no preventive or wellness benefits on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. All right. Thank you very much. I think that's all I needed.
[AGENT][POSITIVE] Well, it was such a pleasure to assist you with those benefits, [PII]. Anything else before you go?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day and a very happy weekend.
[CUSTOMER][POSITIVE] Uh, you too. Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.