AccountId: 011433970860
ContactId: cd5f8be4-804f-4218-9d2c-273ecc51c4c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132660 ms
Total Talk Time (AGENT): 44391 ms
Total Talk Time (CUSTOMER): 65211 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/cd5f8be4-804f-4218-9d2c-273ecc51c4c3_20250204T14:36_UTC.wav
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[CUSTOMER][NEUTRAL] It looks like a cooker, right?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I, um, had a question on a patient's benefits. I actually called yesterday, um.
[CUSTOMER][NEUTRAL] To get the benefit, but I forgot to ask if it mattered whether or not we were in network or out of network like participating or non-participating.
[AGENT][NEUTRAL] OK. Um, I can check on that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and I call back in.
[CUSTOMER][NEUTRAL] And uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And let me have the uh patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Hold on, let me get down there.
[CUSTOMER][NEUTRAL] 02566.
[CUSTOMER][NEUTRAL] 198.
[AGENT][NEUTRAL] OK. And let me have the name and date of birth of the patient, Miss [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And this particular policy is one of our limited hospital indemnity plans. Um, if the provider participates with multi-plan, they get that additional discount, but it is not required because we're not contracted, so there's no network.
[CUSTOMER][NEUTRAL] OK, alright, because she told me there was some professional like that you would cover office visits up to like $75 so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I just wanted to make sure we didn't have to be like participating or in network or anything.
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.