AccountId: 011433970860
ContactId: 443cd719-7e3b-4a36-b336-100b9e7dd3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226490 ms
Total Talk Time (AGENT): 95208 ms
Total Talk Time (CUSTOMER): 44588 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/443cd719-7e3b-4a36-b336-100b9e7dd3e3_20250512T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from HCA Outpatient imaging, and I just needed to verify benefits for a patient.
[AGENT][NEUTRAL] OK, [PII], you're needing to verify the just benefits. You do not need eligibility, is that correct?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][POSITIVE] OK, yes ma'am I can help you with benefits and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] Thank you and the member's policy number please, ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am, it's 131-8545.
[CUSTOMER][NEUTRAL] And patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so she is the subscriber and what type of benefit information do you need on this supplemental policy?
[CUSTOMER][NEUTRAL] OK, so it's a hospital outpatient diagnostic mammogram.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, and I'm so sorry. This is, this is not a supplemental. This is a limited benefit plan. So give me just a moment to see if that's covered.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so on this policy that she has with APL that would let me, let me double check one thing. Let me just try to reload one of my one of my screen, CD, I'm sorry, one second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, so yes, on this policy that Ms. [PII] has with APL that would not be covered.
[CUSTOMER][NEUTRAL] OK, alright, and is there a reference number that I can add for the call?
[AGENT][NEUTRAL] Yes ma'am, uh, you would use my name along with today's date.
[AGENT][NEUTRAL] And then if you all were to end up filing a claim with us anyway.
[AGENT][NEUTRAL] On this policy, if once it's been processed, you wanted to check claim status, we have a portal in which you should be able to do that and the portal website DD is located at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] OK. All right. Well, you're certainly very welcome. And then again, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No ma'am, have a wonderful day.
[AGENT][POSITIVE] I hope you do too, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] All right, my bad.