AccountId: 011433970860
ContactId: a45f6470-ae17-4fe5-86fa-33039f9f0009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125120 ms
Total Talk Time (AGENT): 57451 ms
Total Talk Time (CUSTOMER): 44949 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/a45f6470-ae17-4fe5-86fa-33039f9f0009_20241230T21:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I need to verify some information in my um insurance that I have with you guys.
[AGENT][NEUTRAL] OK [PII], can I get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] 012
[CUSTOMER][NEUTRAL] 733.
[CUSTOMER][NEUTRAL] 46.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm your date of birth, your address, and your email address for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to verify some information?
[CUSTOMER][NEUTRAL] Yeah, I mean, I, um, I need to know what is, what, what is my insurance cover the, because I'm being faxing some papers and you say that um.
[CUSTOMER][NEGATIVE] And the stuff that I've been passing you guys is no benefit for uh surgical procedures, procedures.
[AGENT][POSITIVE] OK, I can definitely take a look at the benefits here. Give me just a second while these load.
[AGENT][NEUTRAL] So this will be a verification of benefits and not a guarantee of payment. So on your policy, you have a hospital confinement benefit that pays $100 per night.
[AGENT][NEUTRAL] You have intensive care benefit that pays $200 per night and then you have an annual first occurrence benefit for the hospital which means the first time you get admitted to the hospital and it pays $1000 and unfortunately those are the only three benefits on your policy um I do see that you did submit some surgical.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And unfortunately, you do not have surgery benefits on your policy.
[CUSTOMER][POSITIVE] OK, alright, so that's what I wanna know. Thank you.
[AGENT][POSITIVE] OK, you're welcome