AccountId: 011433970860
ContactId: 971fb971-c8fe-4586-b17d-1179882511e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383709 ms
Total Talk Time (AGENT): 109750 ms
Total Talk Time (CUSTOMER): 74433 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/971fb971-c8fe-4586-b17d-1179882511e1_20250331T19:07_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] Hi, [PII]. I'm calling from a provider's office. I'm trying to find out what kind of medical insurance this uh patient has.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII], spelled [PII].
[AGENT][POSITIVE] Thank you [PII] and a callback number please.
[CUSTOMER][NEUTRAL] [PII], that's the direct line.
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I have 02597992.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII], last name is spelled [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits if needed for [PII]. I am showing that this policy is active. The effective date is [PII].
[AGENT][NEUTRAL] This is a limited indemnity policy.
[AGENT][NEUTRAL] It's not major medical. Are there specific benefits you're needing?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm looking for inpatient skilled nursing facility.
[AGENT][NEUTRAL] Let me check on the skills facility benefits. I know they have inpatient hospitalization benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see a skilled nursing facility is.
[AGENT][NEUTRAL] Covered. One moment.
[AGENT][NEUTRAL] And bear with me, my computer is it thinks it's Monday or something. I don't know.
[AGENT][NEUTRAL] We are arguing today.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] I'm going to the um.
[AGENT][NEUTRAL] Policies, so bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So would that be a rehabilitative?
[AGENT][NEUTRAL] Service
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I know a place for rehabilitation is not covered.
[CUSTOMER][NEUTRAL] I am not sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just, I'm just checking further, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking now with the team. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do appreciate your patience. I don't wanna give you.
[AGENT][NEUTRAL] Incorrect information that you can always file a claim to see if it's covered, but.
[CUSTOMER][NEGATIVE] OK, but yeah, I really don't wanna take my chances.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, they said it is not covered under this indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What, what's OK, you said it was a limited indemnity plan. What's the name of the plan?
[AGENT][NEUTRAL] So it is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's through APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, um, I think you answered all my questions. I just need a reference number please.
[AGENT][NEUTRAL] Reference number is my name and today's date.
[AGENT][NEUTRAL] And I spell my name, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well thank you again for your help. I do appreciate it.
[AGENT][POSITIVE] And thank you, [PII], for calling APL. I hope you have a wonderful day as well. Take care.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.