AccountId: 011433970860
ContactId: 4997d309-be9b-4418-aa3f-5dfd180530ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188690 ms
Total Talk Time (AGENT): 76984 ms
Total Talk Time (CUSTOMER): 64420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/4997d309-be9b-4418-aa3f-5dfd180530ac_20250317T21:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Hotel Kaina Medical Center to check on availability. This call may be recorded and monitored for quality and training purpose.
[AGENT][POSITIVE] Thank you for that. And um I'll be more than happy to assist you with the eligibility. May I have a good contact number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. Uh, the contact number is [PII].
[AGENT][NEUTRAL] All right, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh the policy number is
[CUSTOMER][NEUTRAL] 023651
[CUSTOMER][NEUTRAL] 28
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Uh, the member's name is [PII], with the date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] That number 4. Thank you. And please can I have the plan type?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] So this policy is a meddling policy, so it's a supplemental gap insurance. We apply towards the copay, deductible and co-insurance of coverage charges after primary.
[CUSTOMER][NEUTRAL] Thank you. And please can I have the same mailing address?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And please can I have the family calling them in.
[AGENT][NEUTRAL] There is no timely filing limit as long as the policy was active on the data service, the claim can be filed a claim can be filed at any time.
[CUSTOMER][NEUTRAL] Thank you. And please, can I have the reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and then that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you for your assistance. Have a great day.
[AGENT][POSITIVE] You're very welcome. You also [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh no, thank you. Have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL bye bye.