AccountId: 011433970860
ContactId: a8508177-8fcd-4708-a992-baa509dff00e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318809 ms
Total Talk Time (AGENT): 165113 ms
Total Talk Time (CUSTOMER): 93785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a8508177-8fcd-4708-a992-baa509dff00e_20250521T21:06_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] Um, I got some, um, I guess some information with some.
[CUSTOMER][NEUTRAL] Coverage cards in the mail.
[CUSTOMER][NEUTRAL] Can I ask who, I mean, what is this from?
[AGENT][NEUTRAL] Sure, um, I can let you know um what type of policies you have here. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. Ms. [PII], on the cards, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Um, it says insured.
[CUSTOMER][NEUTRAL] Individual policy certification number and the group number.
[AGENT][NEUTRAL] OK, the policy certification number, that's the policy number.
[CUSTOMER][NEUTRAL] OK, um, 02625175.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, um, so just in general, all of our policies are through the employer, so they can be medical policies, dental, um,
[AGENT][NEUTRAL] Group critical illness policies, short-term disability, um,
[AGENT][NEUTRAL] If you're OK with verifying, we can go ahead.
[CUSTOMER][NEUTRAL] Cause it says effective.
[CUSTOMER][NEUTRAL] Yeah, we can verify. I just want to know what it's from because I mean it says the effective date [PII]. This is almost the end of May.
[AGENT][NEUTRAL] Right, OK, um, well, if you're OK with it, we just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address, I'm sorry, I didn't know there was one on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This 1 may be work.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this is a hospital indemnity policy for Columbia County schools, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see. And yes, it does show that this has, well, you had one with us, hold on, let me see if that was an error because it looks like it was just a day. Oh no, so you had one with us.
[AGENT][NEUTRAL] Um, [PII], and then
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] There wasn't another one active until this one here, [PII].
[CUSTOMER][NEUTRAL] OK, so this is an extra hospitalization insurance, is that correct?
[AGENT][NEUTRAL] Let me show it, let me see what all it covers if it has extra to it. Hold on one second.
[CUSTOMER][NEUTRAL] Because I don't, I never got any paperwork, so I'm like, I don't even remember what it's for.
[AGENT][NEUTRAL] 175. Hold on one second, I'm just pulling up the benefits so I can go over it with you. And just for the call, all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize.
[AGENT][NEUTRAL] OK, so this particular policy covers, um, if you are ever admitted to the hospital, um, it covers confinement, um, so that's any time over 18 consecutive hours after admission, the policy will pay up to $100 a day, um, you know, for your stay. And if you ever, I hope you never have to use it, but if you ever are in intensive care,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, or have any coronary um care issues, there is a $200 per day, um, that it would pay towards those facilities as well or stays at the hospital.
[CUSTOMER][NEUTRAL] OK, that's all it's just, it's extra, extra money, I guess, basically is what.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] To pay for your medical bills.
[AGENT][NEUTRAL] Yes, ma'am. Mhm. And if you, um,
[AGENT][NEUTRAL] Well, if there are any, you know, hospitalizations, just go ahead and give them that, that, um, ID card. I was gonna say anything medical, but this one is particular to hospitals.
[CUSTOMER][POSITIVE] Yeah, OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. I hope you have a great evening.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.