AccountId: 011433970860
ContactId: a8f382c4-db5d-46d8-a897-27d2680ea728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188619 ms
Total Talk Time (AGENT): 84151 ms
Total Talk Time (CUSTOMER): 33731 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a8f382c4-db5d-46d8-a897-27d2680ea728_20250610T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work with cardiovascular with Imperial. I just need to get eligibility on a patient that was being seen today.
[AGENT][POSITIVE] Sure, I can assist you with the eligibility and benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 007504999
[AGENT][NEUTRAL] Thank you. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you. All right, and you said you need benefits and eligibility or just eligibility?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK. All right, we have an effective date of [PII].
[AGENT][NEUTRAL] It is active at the moment and this is a limited hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK, so will it cover specialist?
[AGENT][NEUTRAL] OK, let me check on that. And this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] And let's see, so this one.
[AGENT][NEUTRAL] OK. Where in outpatient.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] On me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, bear with me just a second. Let me pull the details of the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so yes, um, this one covers $25 per visit, maximum of 5 visits per cover person per calendar year. This is for a PCP or a specialist.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.