AccountId: 011433970860
ContactId: c7655440-5b44-4dbf-b3f4-ba284e3fb6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224509 ms
Total Talk Time (AGENT): 108615 ms
Total Talk Time (CUSTOMER): 55952 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c7655440-5b44-4dbf-b3f4-ba284e3fb6dd_20250410T13:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office and I need to uh see if I can verify coverage for a patient.
[AGENT][NEUTRAL] OK, sure. I can assist you with coverage information or eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the name of the facility you're calling from, for my attention?
[CUSTOMER][NEUTRAL] It is on diagnostic and medical clinics. It may say IMC clinics.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, it's very tiny. I'm gonna try to read it right. 02454533.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and the last name is [PII] Date of birth [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] All right. And so we have an effective date of [PII] and it is active at the moment and this is one of our limited hospital indemnity policy.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so is it not, is it not any coverage for office visits then?
[AGENT][NEUTRAL] Yes, um, there is a coverage for an office visit. Let me go ahead and give you benefits, and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. And with this one, let's see, we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm, OK, it looks like this 1 may not have the office visit writer. Let me double check one moment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be one more minute. I'm just waiting on the documents to upload for the benefits. Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh, OK, yeah, this one doesn't have the office visit writer um sorry yeah.
[AGENT][NEUTRAL] So no office are not it doesn't, it doesn't have it.
[CUSTOMER][NEUTRAL] It does or doesn't?
[CUSTOMER][NEUTRAL] OK, so it's not gonna be any coverage except at the hospital?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Correct. There's only benefits for hospital confinement hospital I mentioned in surgery, uh, surgery in hospital or surgery in office, but it's just gonna be surgery.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will make a note of that. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] I think that'll do it. I think that's it. That's what I needed to know. Thank you.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yeah, you're welcome, Ms. [PII]. Thank you for calling APO. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm