AccountId: 011433970860
ContactId: a6898d80-8819-4cfa-b0ea-cbba7c717407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294279 ms
Total Talk Time (AGENT): 156959 ms
Total Talk Time (CUSTOMER): 75475 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a6898d80-8819-4cfa-b0ea-cbba7c717407_20250602T19:55_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. What type of insurance is this? I'm calling from a pediatric office.
[CUSTOMER][NEUTRAL] Is this a medical, is this a medical insurance?
[AGENT][NEUTRAL] Well, go ahead and give me your name and the member's policy number and let me find out for you, please.
[CUSTOMER][NEUTRAL] OK. My name is [PII]
[AGENT][NEUTRAL] And do you have a policy number, Zika?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, 02589641.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, what is your patient's name and date of birth today?
[CUSTOMER][NEUTRAL] The patient name is, um, give me one second, please. [PII] is the last name.
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] Alrighty, thank you for all that information, [PII]. OK, it looks like uh she is a dependent on this medical supplemental, I mean on this hospital indemnity plan, um, but it did.
[CUSTOMER][NEUTRAL] This is not hospital. I'm calling, I'm calling from a physician office, pediatric office. This is not hospital.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so are you wanting some type of benefit like office visit today?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, let me get that benefit pack pulled up right quick. Now I do show that this plan went into effect on [PII]. It is current and active, but I must advise the verification of coverage is not a guarantee of payment on the claim. But let's see, is this for sick office visit?
[CUSTOMER][NEUTRAL] Uh, it's for well check. You can give me both sick and annual physical, yes.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] OK, let me get that benefit pack pulled up. OK. Alright, give me just a moment. Let me get that benefit pack pulled up for you right quick. My computer is moving a little slow, so bear with me today, OK?
[CUSTOMER][NEUTRAL] You can give both of them to me please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, here we go. It's finally moving, so let's see.
[AGENT][NEUTRAL] OK, it looks like they do have some office visit benefits, um, and it just pays base benefits, but for 6 office visit they have uh 6 per calendar year payable, and the max we pay on these sick office visits is a $75 flat fee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about the well check?
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] I'm looking to see if they have wellness. Let's see.
[AGENT][NEGATIVE] No, ma'am. It looks like they did not have anything for wellness covered under this hospital indemnity plan.
[AGENT][NEUTRAL] I do not
[CUSTOMER][NEUTRAL] No wellness coverage. Thank you. Can I get a call reference number, please?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, is that all that I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, well, we don't give call reference numbers, but you can use my name in today's date if you need to do so, and my name is [PII] and that is spelled [PII]
[CUSTOMER][POSITIVE] OK, [PII], thank you. Thank you.
[AGENT][POSITIVE] Well, yes, ma'am, and is that all I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes thank you thanks take care bye bye.
[AGENT][POSITIVE] All right, thank you for calling IPO Azalea. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye. 00, can I ask?