AccountId: 011433970860
ContactId: 54f91d24-77d6-45c3-b2a4-b44cd418c7f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291619 ms
Total Talk Time (AGENT): 87343 ms
Total Talk Time (CUSTOMER): 84298 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/54f91d24-77d6-45c3-b2a4-b44cd418c7f7_20250520T17:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling to verify um if a procedure will be covered.
[AGENT][NEUTRAL] OK. Are you with the provider's office?
[CUSTOMER][NEUTRAL] Our facility.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It is D437-314-08.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I do, it is [PII].
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and you wanted to know if something was covered?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So someone else on my team called.
[CUSTOMER][NEUTRAL] Um, I think she said she called APL, but I guess we're just confused if this is like a hospital indemnity plan or if it would cover like a routine colonoscopy.
[AGENT][NEUTRAL] It is a hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] And you wanna know if it covers colonoscopy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it for a wellness?
[CUSTOMER][NEUTRAL] Um, let me see, it is a screening for.
[CUSTOMER][NEUTRAL] Colon cancer.
[AGENT][NEUTRAL] OK, I'm showing you, they told them that the colonoscopy was not covered under this one.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And she transferred her to IMA which handles their wellness plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am a
[AGENT][NEUTRAL] Uh-huh. So you would have, let me see if it has the phone number to IMA.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and you would give them that D number that you have given me at first, that's their policy number for wellness benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Wellness benefits, OK, so is it just like a like a two separate policies for her or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yes, ma'am. They handle the wellness benefits and we do the sickness.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] as well, OK, well that is very helpful. Thank you, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that is all. Do you provide call reference numbers?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.