AccountId: 011433970860
ContactId: 8298c8df-ccd0-407d-84ac-d65e5840bd28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288970 ms
Total Talk Time (AGENT): 74281 ms
Total Talk Time (CUSTOMER): 69268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8298c8df-ccd0-407d-84ac-d65e5840bd28_20250616T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm calling from Good Children's City View. I'm trying to
[CUSTOMER][NEUTRAL] I guess verify coverage on a patient. I their preventive care is handled I guess through a separate benefit. Um, however, they couldn't tell me it's like 90 degrees I think is who she said she was through, but she couldn't tell me if a certain immunization was covered and told me to give you all a call. I don't know that you can help or not.
[AGENT][NEUTRAL] OK, do you have the policy number or I can look it up by last name if you have the policy number that starts with D because that's the 90 degree benefit.
[CUSTOMER][NEUTRAL] Yes. It is D 41203639.
[AGENT][NEUTRAL] The last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK. And do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Um, they do have a hospital indemnity plan with us. Let me see if that covers any immunizations. Otherwise, I could transfer you to 90 degrees to see if they've got any coverage. Um, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not a guarantee of payment basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see, so they do have a routine benefit under this policy, um, for wellness exam or testing, it's $75 payable.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So it's just up to $75.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, do they have any immunization coverage?
[AGENT][NEUTRAL] Um, let me see what I find.
[AGENT][NEUTRAL] Yeah, looks like, let's see for wellness, maximum routine.
[CUSTOMER][NEUTRAL] I have.
[AGENT][NEUTRAL] Just make sure it's not an exclusion.
[CUSTOMER][POSITIVE] Oh you're good.
[AGENT][NEUTRAL] It just specifies preventative test, um, so it should fall under what standard for a person's age and
[AGENT][NEUTRAL] Under the ACA.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Let's see, and your name again I'm so sorry.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Do you have a reference number for our call by chance? If not, that's OK.
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Oh you too thank you.
[AGENT][NEUTRAL] Yeah