AccountId: 011433970860
ContactId: 9d159433-d9a3-4a1a-a4cf-116942ee6a9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302420 ms
Total Talk Time (AGENT): 81393 ms
Total Talk Time (CUSTOMER): 53605 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/9d159433-d9a3-4a1a-a4cf-116942ee6a9b_20250515T15:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see about getting a benefit for a patient.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that you're needing benefits or claim status?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Benefits
[AGENT][NEUTRAL] If in an office or outpatient or inpatient.
[CUSTOMER][NEUTRAL] Outpatient
[AGENT][NEUTRAL] OK, outpatient facility, and do you have the policy number?
[CUSTOMER][NEUTRAL] Well, I have two that might be, um, this, the first one is 237.
[CUSTOMER][NEUTRAL] 1130.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so this is a limited hospital indemnity plan. Um, it became effective [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is active at this time.
[AGENT][NEUTRAL] And let me look for the outpatient benefit.
[CUSTOMER][NEUTRAL] Yeah, she's having a mammogram screening.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at the diagnostic testing benefit. If it's a screening, I don't believe that it's covered, but let me double check.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so screenings are not covered by this policy.
[AGENT][NEUTRAL] Has to be as a result of an accident or a sickness.
[CUSTOMER][NEUTRAL] You said result or?
[AGENT][NEUTRAL] Of an accident or sickness or medical concern, and not a wellness or screenings.
[CUSTOMER][NEUTRAL] OK. Medical concern.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Alright, and can I get your name and the reference for the call, please? No, I thank you so much because I've been trying to get through all morning.
[AGENT][NEUTRAL] Sure. You'll you.
[AGENT][NEUTRAL] Oh really? OK, um, you'll use my name in today's, OK, uh, you'll use my name in today's date as reference, uh, for today's call [PII].
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] [PII] and first initial last name is [PII] did you have any other questions I can assist with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been most helpful.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh