AccountId: 011433970860
ContactId: ed53b0a5-24a0-4f95-a5cb-997bb30111e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1114959 ms
Total Talk Time (AGENT): 140671 ms
Total Talk Time (CUSTOMER): 186136 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ed53b0a5-24a0-4f95-a5cb-997bb30111e5_20250506T18:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What is your name?
[AGENT][POSITIVE] It's easy
[CUSTOMER][NEUTRAL] Can you spell that for me?
[AGENT][NEUTRAL] Um, yes, ma'am. It's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't know if I'm in the right area. I am calling from Doctor [PII] I'm sorry.
[CUSTOMER][NEUTRAL] Let me get back to where I need to be before I.
[CUSTOMER][NEUTRAL] Telling you wrong.
[CUSTOMER][NEUTRAL] I'm calling to see if the patient has coverage and to see if an authorization is required. I'm calling from Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] And the patient is scheduled for.
[AGENT][NEUTRAL] Um, yes.
[CUSTOMER][NEUTRAL] Am I calling the right area?
[AGENT][POSITIVE] Yes, ma'am. You are. I can assist you with benefits. Um, first, I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, my name is [PII]. My last initial is [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the member's policy number, please.
[CUSTOMER][NEUTRAL] the member's policy number. Let me go back to the card. That's what I was looking at when I called. Let me go back to that. I'm sorry. It is policy number.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] It says 02044285.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient is [PII], the last name is [PII] And let me get back to where I can give you a date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII]. Um, the policy is still active, and is this for an office visit?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] No, it is gonna be outpatient surgery.
[CUSTOMER][NEUTRAL] ATV and a terabyte.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] here
[CUSTOMER][NEUTRAL] turn up.
[CUSTOMER][POSITIVE] I just ask nicely like.
[CUSTOMER][MIXED] I feel like, yeah, I love their bike. Why not? But the problem is that they don't act at all. They just cut down your fence and start spreading on your land, so.
[CUSTOMER][POSITIVE] Hopefully they know how to read.
[CUSTOMER][NEUTRAL] It just kind of remind me of back when I was in the military.
[AGENT][NEUTRAL] OK, and his benefits are coming up now. I'm waiting on my system. One moment, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] And that's how we do.
[CUSTOMER][POSITIVE] Definitely do not mind coming out here to do it because where we're from in [PII] it's full of trees and mountains so it feels more like home.
[CUSTOMER][NEUTRAL] has 130 acres.
[CUSTOMER][NEUTRAL] And a quarter
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] This is starting to really feel like it.
[CUSTOMER][NEUTRAL] And now it's just a question of putting furnishings in there. My friend [PII] is here to help.
[CUSTOMER][POSITIVE] She's been decorating homes in [PII] for quite a while now. This is a big flea market. The biggest in the world.
[CUSTOMER][POSITIVE] I'm really excited to be shopping with [PII]. I'm gonna be taking around and like showing the good places, so I'm really looking for some like statement pieces.
[AGENT][NEUTRAL] OK, thanks for your patience. Under this policy, this is a limited hospital indemnity plan, but there are some outpatient coverage and I'm showing that for um
[AGENT][NEUTRAL] For outpatient surgery. Let's see.
[CUSTOMER][NEUTRAL] So far, but it was.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's for a screening colonoscopy.
[AGENT][NEUTRAL] OK. And is it related to an illness or an injury or is it just for a screening?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It's just for screening.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] These are too small I think to be the statement pieces that you really want.
[CUSTOMER][NEUTRAL] So this is a low indemnity.
[AGENT][NEUTRAL] Hospital indemnity plan.
[AGENT][NEUTRAL] But there is some outpatient.
[CUSTOMER][NEUTRAL] Hospital indemnity.
[AGENT][NEUTRAL] Yes, ma'am. And actually, um, to verify those benefits, I do need to get you over to a different department if you don't mind holding, I'll get you transferred.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, I thank you again for calling APL Lisa and one moment while I get you transferred.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] that I was looking for and the same glass you're looking for.
[CUSTOMER][NEUTRAL] and we have two things from the same place I feel like.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] 82 and 6 to 5:30.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Try to see why did I deny it.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Middling Claims department. Um, I have a provider on the line who's calling in regards to, um, benefits for a hospital indemnity policy, and she needs more specific information than I can give her. Would you be able to be able to further assist her?
[CUSTOMER][NEUTRAL] Yeah, let's give it a g[PII] Do we have a policy number?
[AGENT][NEUTRAL] Yeah, the policy number is 02044285.
[AGENT][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] OK, and then who are we talking to on the line?
[AGENT][NEUTRAL] Her name is [PII] and her callback number is [PII].
[CUSTOMER][NEUTRAL] Alright, if you wanna go ahead and send [PII] over I can take the call.
[AGENT][POSITIVE] OK, I appreciate it. Have a good rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] You too.