AccountId: 011433970860
ContactId: 71eaa619-d40e-4136-ae62-75f6522f685e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240300 ms
Total Talk Time (AGENT): 142149 ms
Total Talk Time (CUSTOMER): 68678 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/71eaa619-d40e-4136-ae62-75f6522f685e_20250513T13:35_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I'm sorry, how do you, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] How do you spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], yes, I'm calling you from the Han Institute. My name is [PII]. I'm calling to, um, get, um, gap benefits for a patient.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead, give me a good policy number.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 02118983 ML 8.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All righty, [PII], thank you so much for all that information. Now, your patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK. His name is [PII]. Last name is spelled [PII] Date of birth of [PII].
[AGENT][NEUTRAL] Alrighty, looks like [PII] is the dependent spouse on this medical supplemental plan. I do show his original effective date as [PII] current policy is active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I need uh to see if this is covered office visits, co-pay. I need the inpatient and outpatient and the accumulations please.
[AGENT][NEUTRAL] All right, let me get over to that benefit pack. Let's see.
[AGENT][NEUTRAL] Alright, of course, now what we are is the medical supplemental plan. So the only thing that we would pick up and pay on for sickness and injury, anything that is applied towards your patient deductible, co-pay, or co-insurance at the primary insurance carrier.
[AGENT][NEUTRAL] And of course I can only state these benefits cannot guarantee payment. Alright, you want office visit benefits and inpatient. OK, they do not have office office visit benefits here at all. Nothing is covered in the office?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They do have uh inpatient benefit.
[AGENT][NEUTRAL] Which is going to be a $3000 max benefit payable per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you want outpatient benefit as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, [PII], let's see, looks like their outpatient benefit, they have a $500 per calendar day benefit under this plan.
[AGENT][NEGATIVE] I just don't have nothing enough.
[CUSTOMER][NEUTRAL] OK, and have they met anything in the, OK, so you said the outpatient was 500. Have they met anything in that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's 500 per calendar day.
[AGENT][NEUTRAL] So that's every day. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh perfect OK and then the input.
[CUSTOMER][NEUTRAL] OK, and then the inpatient of 3000, have they used anything?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, ma'am, not as of today.
[CUSTOMER][NEUTRAL] OK perfect and this is per calendar year correct?
[AGENT][NEUTRAL] It's per calendar year except the outpatient benefit. That's per calendar day, right, yes ma'am, and no office visit, yes ma'am. Is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Asian, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK ma'am, is there a reference number for this call?
[AGENT][NEUTRAL] Was that all I can help you with?
[CUSTOMER][NEUTRAL] That's it, is there a reference number for this call?
[AGENT][NEUTRAL] No, ma'am, we don't give reference numbers, [PII], but you can use my name in today's date if you need to do so, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] Yes, ma'am, [PII], and thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank