AccountId: 011433970860
ContactId: 34ef5ff7-21d3-44c0-a881-e5e5967de93b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218259 ms
Total Talk Time (AGENT): 44458 ms
Total Talk Time (CUSTOMER): 112285 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/34ef5ff7-21d3-44c0-a881-e5e5967de93b_20250505T14:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII], and I, I don't know if I'm in the right place. The options were kind of weird, but um, I'm calling. I need to get a general quote of benefits for substance abuse, all levels of care.
[AGENT][NEUTRAL] OK. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] I do it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] It can come through now. OK, I'll be more patient.
[AGENT][NEUTRAL] And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 06170
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And it's for out of network.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, I show the policy is effective [PII] active.
[CUSTOMER][NEUTRAL] right?
[CUSTOMER][NEUTRAL] Yeah, yeah, OK. Yes ma'am.
[AGENT][NEUTRAL] It's not a guarantee of payment. It's a basic outline of the policy.
[AGENT][NEUTRAL] So this is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK then we have to further swallows. OK, then in the 7.
[AGENT][NEUTRAL] Um, let me see if they have this type of coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Barber A from 3D OK.
[CUSTOMER][NEUTRAL] um people shouldn't be a.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 44.
[CUSTOMER][NEUTRAL] Paper and then we have um.
[CUSTOMER][NEUTRAL] J. Joshua Whiskey.
[AGENT][NEUTRAL] I'm just reading the uh exclusions, making sure it's not in there.
[CUSTOMER][POSITIVE] Yeah, no worries, thank you so much for looking.
[CUSTOMER][NEUTRAL] What we have is the exam.
[AGENT][NEUTRAL] OK, yeah, it does look like treatment for.
[AGENT][NEUTRAL] Alcoholism or drug addiction is is an exclusion under the policy.
[CUSTOMER][NEUTRAL] So he's not covered for that?
[AGENT][POSITIVE] Correct, under this policy, yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Can I just get a reference number for the call please?
[AGENT][NEUTRAL] Yes, it's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII] do on today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII] I appreciate you.
[AGENT][POSITIVE] Thanks for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too.