AccountId: 011433970860
ContactId: ea995572-d2af-44a6-a6ba-04ae709f6674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221449 ms
Total Talk Time (AGENT): 86244 ms
Total Talk Time (CUSTOMER): 91074 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ea995572-d2af-44a6-a6ba-04ae709f6674_20250129T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have uh insurance with you guys.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Through a group
[CUSTOMER][NEUTRAL] Um, what, what do you need from me so that you can look me up?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And your policy certificate number, please? Thank you.
[CUSTOMER][NEUTRAL] Which what would be that.
[AGENT][NEUTRAL] Um, if you have your card available, it should say inpatient outpatient policy certificate number.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] So there's 21 is in hospital benefit and one is outpatient benefit.
[AGENT][NEUTRAL] You can give me either one, I can check.
[CUSTOMER][NEUTRAL] OK, uh 019.
[CUSTOMER][NEUTRAL] 862
[CUSTOMER][NEUTRAL] 06
[CUSTOMER][NEUTRAL] M L 8
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And may I also have your date of birth to start?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify your complete mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and your phone number, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Is that also a good callback number if we're disconnected? Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the last thing to verify is your email address.
[CUSTOMER][NEUTRAL] Uh [PII]. Is that what the one or is it my work one?
[AGENT][NEUTRAL] It may be work related.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you very much for the verification process. I have your policy pulled up and how can I assist you, please?
[CUSTOMER][NEUTRAL] OK, so I, I went to the emergency room in September.
[CUSTOMER][NEUTRAL] And then I got a bill.
[CUSTOMER][NEUTRAL] So my what the insurance pay but don't don't with you guys I also have gap insurance or?
[AGENT][NEUTRAL] You do have a supplemental or gap insurance, and you said it was September September, what date exactly?
[CUSTOMER][NEUTRAL] Uh, the date of service was [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It shows that we did receive, we did receive a claim for an ER visit from Homestead Hospital.
[AGENT][NEUTRAL] And we from [PII], and we made a maximum payment of $500 on that.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] And the reason that it's only a maximum of 5, just I don't know why I'm asking you a question. I'm not being sarcastic.
[AGENT][POSITIVE] Oh, no problem, no problem. I'll be more than happy to tell you. Now for the policy that you have with us, your benefits, and please note verification of benefits provided a site guaranteed payment. We pay on a per day max of up to $500. So each day we pay a max of $500.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I got it I got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, that answers my question.
[AGENT][POSITIVE] Yes, sir. I'm sorry.
[CUSTOMER][POSITIVE] Alrighty, well that's what I have, [PII]. that's what I was just trying to figure out. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Thank you so much for calling HL. You have a great day, sir.
[CUSTOMER][POSITIVE] You gotta have a great day.
[AGENT][POSITIVE] Yes, sir. Thank you. Mm bye.