AccountId: 011433970860
ContactId: e0a9a4c3-8731-4f40-90da-6400b67dfdac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166869 ms
Total Talk Time (AGENT): 52217 ms
Total Talk Time (CUSTOMER): 49782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e0a9a4c3-8731-4f40-90da-6400b67dfdac_20250428T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling uh to see if we're in network with a patient and um to get their benefits.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Do you have her policy number?
[CUSTOMER][NEUTRAL] I do. It is 02604421.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, so we are not a primary.
[AGENT][NEUTRAL] Uh, so we're not a primary, um, insurance company, we're secondary. So we're not in network with anyone specific.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then for benefits.
[AGENT][NEUTRAL] Is this for an office visit?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, so this is a hospital indemnity plan, so.
[AGENT][NEUTRAL] This policy only covers accident and sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only covers accidents.
[CUSTOMER][NEUTRAL] In sickness, OK.
[CUSTOMER][NEUTRAL] Alright, uh, OK, I guess I will call the patient back and try to get their primary coverage then.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] OK all right well thank you so much.
[AGENT][NEUTRAL] Right
[AGENT][POSITIVE] Yeah, is there anything else I can help you with? Yep.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] OK, yup. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK, bye.