AccountId: 011433970860
ContactId: 821b14e3-d60d-4bb2-b8a4-4d832d73b493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114239 ms
Total Talk Time (AGENT): 60653 ms
Total Talk Time (CUSTOMER): 41181 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/821b14e3-d60d-4bb2-b8a4-4d832d73b493_20250626T14:51_UTC.wav
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[AGENT][POSITIVE] Thanks for contacting me here. My name is [PII] coming.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I'm calling from Elia Health and I'm just calling to verify supplemental Insurance. Is this who I need to speak with?
[AGENT][NEUTRAL] Yes, yes it is, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 02370340 ML 8.
[AGENT][POSITIVE] Thank you. I can certainly help with eligibility and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. This policy, uh, the supplemental insurance went into effect on [PII]. It is active. Now, the policy has, um, both in and out of hospital benefits, uh,
[AGENT][NEUTRAL] As well as cancer treatments and, uh, independent labs. It doesn't have any office benefits, it doesn't look like, but it does have uh hospital benefits. Is there anything in particular that I can help with?
[CUSTOMER][NEUTRAL] So there's no clinic visits benefits for this plan?
[AGENT][NEUTRAL] Not for a physician's office, no. It's in and out of hospital only.
[CUSTOMER][NEUTRAL] OK, so there's never been office visits.
[AGENT][NEUTRAL] No, not on this policy. Now, this one began on [PII]. Um, they had a policy with us prior to that.
[CUSTOMER][NEUTRAL] And it's only been for hospital.
[AGENT][NEUTRAL] Right, this policy is, yes.
[CUSTOMER][NEUTRAL] OK, but since [PII], it's only been hospital.
[AGENT][POSITIVE] Uh, yes, [PII], that's correct.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you so much have a good day.
[AGENT][NEUTRAL] OK, there's nothing I can help with. Thanks for contacting me.