AccountId: 011433970860
ContactId: b8bd8d67-510c-45ff-a053-f89caac1d4a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246300 ms
Total Talk Time (AGENT): 84974 ms
Total Talk Time (CUSTOMER): 78423 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/b8bd8d67-510c-45ff-a053-f89caac1d4a3_20250113T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Because I was just on the line with someone and I some kind of way we got disconnected.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], but I had a question about the plan.
[AGENT][NEUTRAL] OK, let me get your name.
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 025.
[CUSTOMER][NEUTRAL] 662-04.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling up your file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I'm gonna uh verify your information again. If you could verify your date of birth, your mailing address, and your email address for me.
[CUSTOMER][NEUTRAL] The email is [PII]. The birthday is [PII], and the mailing address is [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And um the reason for your call?
[CUSTOMER][NEUTRAL] Uh, I just, I just called the doctor that I've been dealing with, um, to, to set up a yearly, you know, checkup.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the, the doctor also said this is not.
[CUSTOMER][NEUTRAL] Uh, medical insurance. They saying this just hospital coverage.
[AGENT][NEGATIVE] That's incorrect.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, so that, yeah, they would need to call us to verify what your benefits are.
[CUSTOMER][NEUTRAL] OK, um, someone was supposed to be.
[AGENT][NEUTRAL] Yeah, it covers
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So it is, it is, uh,
[AGENT][NEUTRAL] Yeah, yeah, there's an office visit benefit under the policy.
[AGENT][NEUTRAL] Um, there are speech occupational.
[AGENT][NEUTRAL] Uh, benefits under the policy, urgent care, emergency room. There is also an in-hospital benefit as well. Um, it covers, let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, there is a hospital admission benefit and then there's a benefit for per day while you're there, uh, in the hospital. What type of service is it for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] What what type of service are you having?
[CUSTOMER][NEUTRAL] I was just like just setting up for just a yearly checkup and just what I used to do, um, get my yearly, uh, body checkup, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you do have a health screening benefit under this policy as well. So they basically just need to call, call us to verify what your benefits are. It's just not for inpatient hospital. You have other benefits under the plan.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, alright, I get, get you, get you, get, get them to give y'all a call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. All [PII]. Anything else?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.