AccountId: 011433970860
ContactId: c3b2fa51-9cc4-4679-9b27-11fa84cc4e8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424970 ms
Total Talk Time (AGENT): 117697 ms
Total Talk Time (CUSTOMER): 60334 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c3b2fa51-9cc4-4679-9b27-11fa84cc4e8c_20250620T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to verify coverage for a patient please.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02320710.
[AGENT][NEUTRAL] OK give me just a second.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] All right. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, that policy number is no longer active as a hospital indemnity policy, but I do have uh the updated policy.
[AGENT][NEUTRAL] Um, would you like that number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it's 02.
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] 82
[AGENT][NEUTRAL] And that policy, um, it is a hospital indemnity policy, and it is active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, um, so she has active coverage under the new policy, can you um tell me if she has coverage for.
[CUSTOMER][NEUTRAL] An ultrasound, hospital outpatient coverage?
[AGENT][NEUTRAL] Let me check, give me just one moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Let me check something. I didn't see ultrasound in here, but let me double check. Is it for diagnostic reasons due to an accident or an illness?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me, let me see here what is her reasoning she's coming in.
[CUSTOMER][NEUTRAL] She has a mass on her neck she's coming in for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like the diagnostic testing benefits to this policy, I mean this is just a verification of benefits and not a guarantee of payment. Um, it looks like the diagnostic testing covers um any sort of medical imaging such as an MRI, CAT, CT or PET scan.
[AGENT][NEUTRAL] Um, or a thyroid test. I'm not seeing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sometimes that falls under diagnostic X-ray.
[AGENT][NEUTRAL] Yeah, I'm not even seeing X-ray on here, but um let me see.
[CUSTOMER][NEUTRAL] An ultrasound.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not seeing that on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Something real quick.
[AGENT][NEUTRAL] Let me check and see if it's covered on a different um policy that she has. I don't think it's covered under this policy, but I am gonna double check just in case.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, no, cause the other policy is related to.
[AGENT][NEUTRAL] An invasive cancer or heart attack.
[AGENT][NEUTRAL] Yeah, I'm not showing it on her other policy either.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So no coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, all right, and your name was [PII]?
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] Uh, yes ma'am. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just the last initial and a reference number.
[AGENT][NEUTRAL] So we don't have reference numbers, but you can use my name and last initial in today's date and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK doke.