AccountId: 011433970860
ContactId: c5b831dc-260b-4db5-b6bf-b0cf5ee60ec1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279750 ms
Total Talk Time (AGENT): 84281 ms
Total Talk Time (CUSTOMER): 98083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/c5b831dc-260b-4db5-b6bf-b0cf5ee60ec1_20250505T17:15_UTC.wav
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[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from Brencounter Center. Please hold for one moment.
[CUSTOMER][NEUTRAL] Sorry about that. I had to adjust my volume.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK, um, I'm calling about a patient that I am checking eligibility on and I am also uh trying to get the claim address and then I also am calling to get um the.
[CUSTOMER][NEUTRAL] Uh, prior off, um, information to see if they need us for a CAT scan.
[AGENT][NEUTRAL] OK, uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] and my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Um, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh 02243388.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, I'll spell the last name.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It looks like this policy is effective and active [PII].
[AGENT][NEUTRAL] And uh this is a supplemental hospital indemnity plan, so there's no prior offer required for any type of service.
[AGENT][NEUTRAL] And then, do you need benefits for the CAT scan?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. It's not a guarantee of payment, basic outline of the policy.
[AGENT][NEUTRAL] Um, let's see what they have.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it looks like for a CAT scan.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, again, this is a limited supplemental plan, so the max payout for a CAT scan is $200 and that's um one calendar day per year.
[AGENT][NEUTRAL] Once per calendar year.
[CUSTOMER][NEUTRAL] $200 once per calendar.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so it is a limited benefit plan.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, your name again, please?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Definitely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number for this plan, please?
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], first initial to last name, [PII], and today's date. And did you need that claim address?
[CUSTOMER][POSITIVE] Yes, I do actually thank you.
[AGENT][NEUTRAL] OK, perfect. Um, it's our claims address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, um, you said [PII], and I'm sorry, I, I didn't get the, the, the zip. I'm sorry. I'm sorry.
[AGENT][NEUTRAL] Oh no, you're fine. Uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help.
[AGENT][POSITIVE] Hi, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.