AccountId: 011433970860
ContactId: 2f0fb11e-64d4-4f40-8b6e-8645852e4d89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156559 ms
Total Talk Time (AGENT): 89464 ms
Total Talk Time (CUSTOMER): 29850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2f0fb11e-64d4-4f40-8b6e-8645852e4d89_20250409T15:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to get um benefits eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02606454.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Is that [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing that the policy is active. It's been effective since January, I'm sorry, since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Medical.
[CUSTOMER][NEUTRAL] Just make sure he's covered for going to his primary care doctor.
[AGENT][NEUTRAL] OK, primary care. OK, hold on one second.
[CUSTOMER][NEUTRAL] You said it's been active since [PII].
[AGENT][NEUTRAL] Since [PII].
[AGENT][NEUTRAL] So hold on one moment.
[AGENT][NEUTRAL] So for the physician or the office, um, visit, the policy would pay up to $75 per visit with a max of 5 visits per calendar year. This is a hospital indemnity policy, so it's a list of services and then what would be applied towards it.
[AGENT][NEUTRAL] Um, so there is a wellness, I don't know what's being done at the office, but there is a wellness and a diagnostic benefit. Did you need that as well?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, what about wellness, because I think it's like a wellness visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So for wellness, um, the policy will pay up to $75 per exam or test with a max of $250 to test for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye