AccountId: 011433970860
ContactId: ed3212d6-72bd-481b-a7f1-70a77f70e970
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249020 ms
Total Talk Time (AGENT): 78476 ms
Total Talk Time (CUSTOMER): 39393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ed3212d6-72bd-481b-a7f1-70a77f70e970_20250620T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from provider's office checking on benefits for a patient.
[AGENT][POSITIVE] I can help you with benefits, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy is 02641018.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I'm showing that this policy is active with an effective date of [PII].
[AGENT][NEUTRAL] Let me pull up the benefits and see.
[AGENT][NEUTRAL] Alright, and this is just a verification of benefits, not a guarantee of payment. Looks like they have a hospital benefit amount of up to $500.
[AGENT][NEUTRAL] Per calendar year.
[AGENT][NEUTRAL] They have a surgical benefit, um, as long as it's in a surgical, uh, facility or an outpatient surgery facility of up to $250 per calendar year.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They have an outpatient sickness and accident treatment benefit of up to
[AGENT][NEUTRAL] $50 with a 30 day.
[AGENT][NEUTRAL] Um, maximum.
[AGENT][NEUTRAL] But if there's any diagnostic testing for.
[CUSTOMER][NEUTRAL] What about for a provider like a PCP?
[AGENT][NEUTRAL] Oh, just like a wellness visit?
[CUSTOMER][NEUTRAL] No, no, no, he's here because uh he's, it's a regular appointment for his blood pressure.
[CUSTOMER][NEUTRAL] He's not sick and it's not for physical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is this hospital indemnity policy, so let me check and see.
[AGENT][NEUTRAL] I'm not seeing any office visits on here.
[CUSTOMER][NEUTRAL] OK, so it's hospital policy only.
[AGENT][NEUTRAL] Yeah, not
[AGENT][NEUTRAL] Yes, this is just a hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK, that's what I need to know.
[AGENT][POSITIVE] Alright, well, if there's nothing else, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too thanks bye bye.
[AGENT][NEUTRAL] Bye.