AccountId: 011433970860
ContactId: d32e5ced-782a-48b8-9ebc-c1ba572ecc48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98190 ms
Total Talk Time (AGENT): 45230 ms
Total Talk Time (CUSTOMER): 38520 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d32e5ced-782a-48b8-9ebc-c1ba572ecc48_20250113T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, I was calling to, uh, about my policy, um.
[CUSTOMER][NEUTRAL] I don't know if I got the right department or not, but, um, but I, it's saying it's this hospital.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, coverage and not like medical coverage like to go to doctor visits and stuff. So who I need to talk to about
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you just wanted to see uh on your policy if uh doctor's office visits are covered.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Do I see it on my?
[CUSTOMER][NEUTRAL] See, hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it says, uh, this on my thing it just saying group hospital.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If it says hospital indemnity, um, that's the name of the medical plan um is just hospital indemnity that doesn't necessarily mean that it's only hospital coverage, um, but I can get that pulled up and we can verify that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, because he's saying this is not a major medical plan, but yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, it's a limited indemnity medical plan, so it's a bit different than a traditional major medical in the sense that it's, uh, pays for particular things, um, and a set dollar amount uh per offices or procedure, um, and we could double check and see if doctor's office visits are covered under yours. Um, what was your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]