AccountId: 011433970860
ContactId: 41a26d42-40fc-4fb6-b171-0e9c16fab908
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175259 ms
Total Talk Time (AGENT): 75810 ms
Total Talk Time (CUSTOMER): 38765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/41a26d42-40fc-4fb6-b171-0e9c16fab908_20250418T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling for benefits and eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check all billing benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see the policy number is 02551202.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Mm, let me go back.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Close enough. Did you have that date of birth?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] McDavion.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan. Um, so it pays a set dollar amount per covered procedure and or office visit. Uh, what kinds of benefits were we needing to check?
[CUSTOMER][NEUTRAL] Urgent care.
[AGENT][NEUTRAL] Urgent care visit? OK. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Of course, I will let you know verification of coverage is not a guarantee of payment for claims. Uh, they do not have a benefit for urgent care visits or office visits in general for this policy. Um, they do have diagnostic testing benefits, um, if they received like a, a medical imaging test. Um, otherwise, that's really going to be the only applicable, uh, benefit for this policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you so much.
[AGENT][NEUTRAL] Yeah, of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh.