AccountId: 011433970860
ContactId: 36b5f194-261e-44d6-9c75-227f814ab959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113910 ms
Total Talk Time (AGENT): 46121 ms
Total Talk Time (CUSTOMER): 63736 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/36b5f194-261e-44d6-9c75-227f814ab959_20250417T14:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from physician's office and I have a, um, policy here. I needed to confirm for a patient, but I'm also needing to find out whether or not this is good for office visits or if it's just like a hospital plan. I'm just not real sure what it is.
[AGENT][POSITIVE] OK, I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is D um where did it go just like D 45401413.
[AGENT][NEUTRAL] I believe that's their wellness policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Um, there's a policy number. Would that be it?
[AGENT][NEUTRAL] OK, can I have that?
[CUSTOMER][NEUTRAL] 02454533 if not I can't get their social.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a hospital indemnity plan.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so there's no, no kind of coverage for like office visits.
[AGENT][NEUTRAL] So, yeah, there
[AGENT][NEUTRAL] Only if um there's a surgical procedure at the office visit, but just regular office visits. No, that, that's not covered under the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so it would have to be a surgical procedure. OK, all right, that's what we need to know and that's what I thought it looked like, but I wanted to make sure before they got here in a few minutes.
[AGENT][NEUTRAL] OK, was there anything else I can assist with?
[CUSTOMER][POSITIVE] Because I had given it to us further and yeah I think that'll do it thank you bye bye.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.