AccountId: 011433970860
ContactId: f9bfd2cd-24bf-43b4-888e-a26a37fd7330
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206490 ms
Total Talk Time (AGENT): 62070 ms
Total Talk Time (CUSTOMER): 119446 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f9bfd2cd-24bf-43b4-888e-a26a37fd7330_20250624T17:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling uh from a doctor's office. We have um a potential patient she says um she's calling for her husband who has American Public Life as a policy she doesn't know what kind of policy it is we're primary care and I told her I would make a phone call to see if he could if you could tell me.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You know, is this an accidental policy or midlife?
[CUSTOMER][NEUTRAL] Midlink I guess it's called. Would you be able to help me with that?
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And I'm sorry, what was your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]? OK, and [PII], um.
[AGENT][NEUTRAL] See what is that policy number?
[CUSTOMER][NEUTRAL] OK, his policy number is 02606674.
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] Uh-huh. 02606674.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that information. You said that he had a Medlink policy. I'm not showing this is a Medlink policy.
[CUSTOMER][NEUTRAL] Uh, no, no, ma'am, he, the, the wife was calling to try to get him to set up somewhere trying to find some place who would take this insurance. She doesn't know what kind of policy, so I was just hoping you could tell me if it's something, uh, I don't think it's major medical looking at your website.
[AGENT][NEUTRAL] No, it's a
[AGENT][NEUTRAL] OK, so please be advised um a verification of coverage is not a guarantee of payment, but no, this is a um limited benefit hospital indemnity policy. Now with this policy he can choose any provider that he wants and I do show that for office visits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show he has benefits for treatment in an office or clinic setting unless it is a surgical procedure.
[AGENT][NEUTRAL] So I don't show he has that type of benefit, so this is a limited benefit plan.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Right, and I, I think the wife is thinking it might be some place where he can just go to the doctor like regular visit and uh uh that's what I need to explain to her is that she's she he's got a different kind of policy, so this is a hospital indemnity policy with limited benefits.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Did, did I, am I saying that right? OK, very good. That's really all I needed. Thank you so much for your help.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Alright, yes ma'am bye bye.
[AGENT][NEUTRAL] Mhm.