AccountId: 011433970860
ContactId: ec6fcd8c-e633-40f7-9304-c4a46e8aa2e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143570 ms
Total Talk Time (AGENT): 62726 ms
Total Talk Time (CUSTOMER): 69975 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=3.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ec6fcd8c-e633-40f7-9304-c4a46e8aa2e6_20250514T12:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I wanted to just confirm my coverage cause I tried to log on and it, it wouldn't let me.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Correct. Yes. It's uh 026.
[CUSTOMER][NEUTRAL] 083.
[CUSTOMER][NEUTRAL] 04.
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Mailing address, my home is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the callback number for you just in case the call is disconnected in the email that we have on file?
[CUSTOMER][NEUTRAL] Sure. Um, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], that's my personal, but then I have a solid work. I don't know what they input it. My work number is [PII], uh, and my.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] My email is um my personal one is [PII].
[CUSTOMER][NEUTRAL] Oh, my work [PII].
[AGENT][NEUTRAL] So we have the [PII] online on on this um on file.
[CUSTOMER][NEUTRAL] Orgy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling to verify your benefits?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Correct, yes, that it's active.
[AGENT][NEUTRAL] So it looks like you have inpatient benefits.
[AGENT][NEUTRAL] Of $8150 per calendar year.
[AGENT][NEUTRAL] For anything that's an inpatient stay, then you have outpatient benefits of $8150 per calendar year. And that's considered as diagnostic testing, cancer rider, ambulance, lab, doable medical equipment, um.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, no, that's perfect. That's all, that's all I needed to know.
[AGENT][NEUTRAL] Physical therapy, outpatient surgery, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage and your policy became effective.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That was all. I appreciate your help. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and you have a great day. Good bye.
[CUSTOMER][POSITIVE] You too you too bye bye.