AccountId: 011433970860
ContactId: 7d1825b4-3bed-44d3-9e1f-2638ffc1bfe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154130 ms
Total Talk Time (AGENT): 80572 ms
Total Talk Time (CUSTOMER): 60000 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/7d1825b4-3bed-44d3-9e1f-2638ffc1bfe2_20250512T18:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APU. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to verify eligibility.
[AGENT][POSITIVE] OK, I'll be glad to help you. Go and give me your name and the marriage policy number, please, ma'am.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], um, the member's policy number is 02.
[CUSTOMER][NEUTRAL] 574-0997
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information and while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait a minute, let me make sure that's my right number that I'm giving you. Hold on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I gave you the, yeah, see about to give you the wrong number. It's [PII] is my direct line.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all that information. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, patient's name is, uh, last name [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. It looks like [PII] is the insured on this hospital indemnity plan. I do show the original effective date is [PII]. Patient is active and current, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you did say you want some type of benefit or you just checking eligibility today, [PII]?
[CUSTOMER][NEUTRAL] Um, I'm trying to find out if now this is for just hospitalization, the, um, the one that you just gave me.
[AGENT][NEUTRAL] No, ma'am, it's not just for hospital, it's just that's what type plan it is. But are there a certain benefits that you're needing to check on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, this is for a public health department services, so I was just trying to verify the coverage.
[AGENT][NEUTRAL] Oh, OK, yes ma'am. Yeah, this, they have, I mean it's a limited plan, uh, but it is, um, what we call a hospital indemnity plan just pays base benefits based amount on certain things.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][POSITIVE] Alright, that's basically what I needed to know.
[AGENT][NEUTRAL] All right, [PII]. OK, [PII], was that all that I can help answer for you today?
[CUSTOMER][NEUTRAL] Yes ma'am, that was it.
[AGENT][POSITIVE] Alrighty, [PII], well thanks so much for calling APR and you have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.