AccountId: 011433970860
ContactId: 6b434eb5-fc16-4498-84c4-c37cc43ec4cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203179 ms
Total Talk Time (AGENT): 86203 ms
Total Talk Time (CUSTOMER): 63150 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6b434eb5-fc16-4498-84c4-c37cc43ec4cb_20250421T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII] and I'm calling to verify eligibility on a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected and the policy number, sorry.
[CUSTOMER][NEUTRAL] Yeah, phone number is [PII] and policy number is 02597084.
[CUSTOMER][NEUTRAL] Yeah.
[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] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, and does this cover emergency room visits?
[AGENT][NEUTRAL] Um, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She had left.
[AGENT][NEUTRAL] So this is a hospital um hospital indemnity policy. So in terms of emergency room,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We did
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] There's not.
[AGENT][NEUTRAL] Let me double check this. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Mm mm. Cause I don't like looking at that screen.
[AGENT][NEUTRAL] Just give me the policy, sir. Where is the?
[AGENT][NEUTRAL] 12345678.
[AGENT][NEUTRAL] 12355678 23.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so yes, this policy does have some additional benefits added. So for the emergency room, we will pay up to $350 per day with a max of 2 days per calendar year.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, uh, that is all I needed. Is there a reference number for the call?
[AGENT][NEUTRAL] Did you want me to see if they've used any of that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] To get them merged later.
[CUSTOMER][POSITIVE] OK, alrighty, thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII] and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.