AccountId: 011433970860
ContactId: 3a4d088f-d329-44de-abd3-9c3a2d99c980
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172759 ms
Total Talk Time (AGENT): 112213 ms
Total Talk Time (CUSTOMER): 42207 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3a4d088f-d329-44de-abd3-9c3a2d99c980_20250618T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for benefits.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Sure it is 02597279 ML7.
[AGENT][NEUTRAL] All right, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now, your patience and name and date of birth.
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for all that information. Looks like [PII] is the insured on this medical supplemental plan. I did show her original effective date is [PII]. She is current and active, but I must advised that verification of coverage is not a guarantee of payment on the claim, but you did say you want some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am, if I can get one for a ultrasound being done in the office, I guess I would be outpatient.
[AGENT][NEUTRAL] Um, probably at the doctor's office, but let me see if they have that. OK, get the benefit pack pulled up. All right, then of course what we are is just her medical supplemental plan. So the only thing we would pick up and pay on is anything that applies towards her deductible, co-pay, or co-insurance at her primary insurance carrier, and we pay for sickness and injury only. Nothing routine here is covered no matter what.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Now it looks like she does have um office visit coverage. She does not have the office visit charge benefit will not be covered here, but anything else done in the office, X-rays, lab, injections, that type of thing would be uh covered here and she has a zero deductible, no pre-cart, and a $3000 benefit payable per calendar day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wow, per day.
[AGENT][POSITIVE] I know she's got great benefits, don't she?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, OK, so $3000 per day, that's a lot, OK.
[AGENT][POSITIVE] That is correct. Yes, ma'am. Is that all I can help answer for today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's all unless you have a reference number I could put down.
[AGENT][NEUTRAL] No, we don't give reference numbers, [PII], but you can use my name in today's date if you need to do so. My name is [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right great thanks for your help.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thanks for calling APO. You have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.