AccountId: 011433970860
ContactId: 671e9fd8-2278-47f0-a70b-4599a461fa77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237279 ms
Total Talk Time (AGENT): 145722 ms
Total Talk Time (CUSTOMER): 82220 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/671e9fd8-2278-47f0-a70b-4599a461fa77_20241231T15:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, um, I was just calling to get more information on my policy, um, to see what all my insurance covers and the places, um, where I can go for coverage.
[AGENT][NEUTRAL] OK, um, well, I can help you with your policy information. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and the phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 02569363.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And you said mailing address?
[AGENT][NEUTRAL] Yes, ma'am, mailing and email.
[CUSTOMER][NEUTRAL] Email is my [PII]. My [PII] [PII], and my address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your policy, let me see if you have a, hold on one second.
[CUSTOMER][NEUTRAL] to provide
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you don't have like a, a network, so it's no like in or out of network providers like a list of where you can go. You can go anywhere, um.
[CUSTOMER][NEUTRAL] You
[AGENT][POSITIVE] And I'm pulling up your benefits now.
[AGENT][NEUTRAL] So the policy covers like if you're ever admitted to the hospital, um, if you're ever confined to the hospital, confinement is any time over 18 hours that you're at the hospital. Um, you have intensive care.
[CUSTOMER][NEUTRAL] Any time
[AGENT][NEUTRAL] You have surgical benefits if surgeries needed due to an accident or a sickness.
[AGENT][NEUTRAL] And then you have your outpatient benefits, so your ER, urgent care, physician office, um, physical therapy. Your policy also has different um health screening tiers to where you can get like your um imaging, your physicals, mammograms, you know, yearly, um, tests.
[CUSTOMER][NEUTRAL] Outpatient
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You also have diagnostic testing, so that's like MRIs, CAT scans, there's a lot of things that can be considered diagnostic. Um, you have an outpatient prescription drug benefit, ambulance for ground or air, um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then let's see what else it has.
[AGENT][NEUTRAL] The critical illness, um, if
[AGENT][NEUTRAL] You ever have one. I hope you never use it, but you have critical illness also. Um, so if there is ever some type of critical illness, you have that coverage as well for you, your spouse, if you have one independent children.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, so yeah, I was trying to uh schedule an appointment with an OBGYN um from Eagle's Landing where I live, and they were asking me to call and make sure that, um, you know, basically that my insurance will cover or or that my insurance will work with their office. So that's what I want to double check to make sure.
[AGENT][NEUTRAL] Yeah, just call um Eagle's Landing and let them know that you have a hospital indemnity policy and give them your policy number and our phone number, and if they need to verify any benefits or anything, we can go, you know, over it with them.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] In detail if they like.
[CUSTOMER][POSITIVE] OK. All right, well, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a happy new year.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, bye bye.