AccountId: 011433970860
ContactId: ddd24768-5ed3-4fa0-8d65-cd6a0cbf4c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134850 ms
Total Talk Time (AGENT): 67438 ms
Total Talk Time (CUSTOMER): 58173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ddd24768-5ed3-4fa0-8d65-cd6a0cbf4c8f_20250514T16:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I would like to check if our plan is still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02462262 M L 8.
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's for [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and what would be the benefits for minor diagnostic X-rays?
[AGENT][NEUTRAL] Is this gonna be performed in an outpatient facility?
[CUSTOMER][NEUTRAL] Yes, office setting without the office visits.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I'm worried you know.
[AGENT][NEUTRAL] OK, uh, not a guarantee of payment, just a verification of coverage for procedures in office as secondary or procedures in office for sickness or injury is covered on the policy as outpatient. This plan is secondary, helps with major medicals, deductible, co-pay, and or co-insurance, and the patient has a benefit max up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sorry, I need to ask and they're still available right uh for today?
[AGENT][NEUTRAL] It's a, it's a per day benefit.
[CUSTOMER][NEUTRAL] OK, thank you. And your name again is?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Thank you, any reference call number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you thank you bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.