AccountId: 011433970860
ContactId: 7e8caf9f-099b-4eb0-8673-bba39c897f57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161360 ms
Total Talk Time (AGENT): 73932 ms
Total Talk Time (CUSTOMER): 54069 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7e8caf9f-099b-4eb0-8673-bba39c897f57_20250409T17:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes ma'am, my name is [PII].
[CUSTOMER][NEUTRAL] I'm trying to, I was trying to schedule an appointment, but for some reason.
[CUSTOMER][NEGATIVE] Um, I'm get I'm giving them the wrong insurance provider name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you um tell me exactly what my medical insurance is called?
[AGENT][NEUTRAL] Oh, sure, I can take a look at your policy and let you know what it is. Um, Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Um, it was [PII] and my policy number is.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 798887
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[AGENT][NEUTRAL] Alright, I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you'll let the um provider know that this is a hospital indemnity um insurance policy, and then I would just give them our phone number. Well, once you give them the card, our phone number is on the back and just tell them to call us to verify your benefit.
[CUSTOMER][NEUTRAL] OK, um, you said it's a hospital. I could use the last part.
[AGENT][NEUTRAL] Hospital indemnity policy. So you have coverage for like, um, if there's ever any surgery needed for accident or sickness, um, your health screenings, if you go to the hospital, if you're confined to the hospital. It's, it's a lot of different benefits, but um we'll, we can definitely go over them, you know, go, go over all of them with the provider if they need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I can do that.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][NEGATIVE] So bad, that'd be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] Thank you. Bye