AccountId: 011433970860
ContactId: 9fffcf6a-159c-4b74-be2e-d311b00d75d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213669 ms
Total Talk Time (AGENT): 86141 ms
Total Talk Time (CUSTOMER): 60158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9fffcf6a-159c-4b74-be2e-d311b00d75d0_20250617T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if a medical office takes my insurance.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 022 08404
[AGENT][NEUTRAL] OK, give me just one moment to look it up.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And this is for your hospital indemnity policy?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, sorry, what's that?
[AGENT][NEUTRAL] This is your hospital indemnity policy is what you're asking for or asking about?
[CUSTOMER][NEUTRAL] Yes, cause, um, I try to see if they took my insurance because I looked up providers and it showed that like a nurse practitioner is within.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] The provider network, but I wasn't sure about the actual physician, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, as long as it's a covered service, we pay regardless of in or out of network. Let me check on your benefits though, because if it's just a regular wellness exam that isn't always covered, um, so let me check.
[AGENT][NEUTRAL] Yeah, this one, the one that you have through us is for hospital indemnity. So this is for if you get sent to the hospital due to an accident or an injury, um, and it covers surgery, treatment, diagnostic testing, um, ambulance care, and critical illness. Um, but if it's, if you're going just for a regular wellness, uh, you'll need to speak with your employer on who your major medical is or who you would have through that.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Through APL all you have is the um hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and it's not in and out of network if you do end up going to the hospital for whatever reason, we just pay um the benefits as long as it's a covered service.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there any, is there any other questions?
[CUSTOMER][POSITIVE] OK, thank you. Um.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well thank you for calling APL and I hope you have a, I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.