AccountId: 011433970860
ContactId: 760ec0b3-e2c4-4cfd-a304-29e83cf74677
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114750 ms
Total Talk Time (AGENT): 55458 ms
Total Talk Time (CUSTOMER): 39810 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/760ec0b3-e2c4-4cfd-a304-29e83cf74677_20250102T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Then I don't have to carry that there.
[CUSTOMER][NEUTRAL] Yes, I'm just needing to verify coverage on a patient.
[AGENT][NEUTRAL] OK, I can help you with coverage verification. May I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, on the card it says medical ID is [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, that wouldn't be the policy number. There should be a number listed as policy cert or certificate number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got that too. It is 02351191.
[AGENT][NEUTRAL] Thank you. And that was 02351191?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. I do show this is a limited hospital indemnity plan. I do show it's currently active, effective [PII].
[CUSTOMER][NEUTRAL] OK, do you know if it would cover office visits at a primary care office?
[AGENT][NEUTRAL] It covers a limited benefit for sickness only under the policy. It covers $75 per visit. There's a max of 5 visits per calendar year, and I just must advise that this is just a verification of coverage and benefits. It does not guarantee payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that is all I needed today. I appreciate that.
[AGENT][POSITIVE] You're welcome. Well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks bye.
[AGENT][POSITIVE] Thank you bye.