AccountId: 011433970860
ContactId: 72054835-852d-4a5b-bad4-358a295359d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180679 ms
Total Talk Time (AGENT): 51108 ms
Total Talk Time (CUSTOMER): 82238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/72054835-852d-4a5b-bad4-358a295359d3_20250508T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Humana. I'm trying to update uh benefits for a member and it had you guys listed as the payer, um, but I wasn't sure if this is for regular medical like, um, say for instance a well baby check or um.
[CUSTOMER][NEUTRAL] Just a, a regular doctor's visit for a physical.
[AGENT][NEUTRAL] OK. Uh, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] I do. It's area code [PII].
[AGENT][NEUTRAL] And do you have a policy number for that patient? Remember?
[CUSTOMER][NEUTRAL] It's uh 02441381.
[AGENT][NEUTRAL] Yeah, what was that patient name and date of birth?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And so it looks like this policy actually terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so for future reference, this type of policy covers just a regular medical visit.
[AGENT][NEUTRAL] Um, so this is a supplemental hospital indemnity plan. We have different ones, so it, it depends on the plan, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So, some do, some will have like a certain benefit payable for office visits, some don't.
[AGENT][NEUTRAL] So, but we offer several different hospital indemnity.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, do you have the original effective date of this policy?
[AGENT][NEUTRAL] Yes, it was [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, my um date of service was uh [PII], and this was uh uh just a checkup for maternity visit.
[AGENT][NEUTRAL] OK, so just
[CUSTOMER][NEUTRAL] Would, would that be covered?
[AGENT][NEUTRAL] It's just an office visit, is that right?
[CUSTOMER][NEUTRAL] Just office visit, yes ma'am.
[AGENT][NEUTRAL] OK. Uh, yes, looks like not a guarantee of payment, basic outline of the policy. For this policy, it pays a maximum of $75.
[CUSTOMER][POSITIVE] OK, alright, perfect. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.