AccountId: 011433970860
ContactId: 022f2b24-8165-47f6-85a8-2962b80a6915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375420 ms
Total Talk Time (AGENT): 151923 ms
Total Talk Time (CUSTOMER): 124025 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/022f2b24-8165-47f6-85a8-2962b80a6915_20250206T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I will tell you um what did um my medical cover.
[AGENT][NEUTRAL] OK, so you're just wanting to see what your medical policy covers?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't, I don't.
[CUSTOMER][NEUTRAL] Not all, not all.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] So, it's really loud. I just got the last four digits, which was [PII], I believe [PII]. I'll need you to repeat the rest. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The beginning is [PII], yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you so much, [PII]. And then I just need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. Thank you so much. So let me pull this up here.
[CUSTOMER][NEGATIVE] I, I was really wrong.
[AGENT][NEUTRAL] Are you wanting to see for like something specific, like a doctor's visit that you're needing me to check on or?
[CUSTOMER][NEUTRAL] Well, um, honestly, I just had a doctor's visit. Um, I did a CPAP, so I'm gonna be on the oxygenic thing, and I just wanna be sure that it will cover my oxygen.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, OK, that it's gonna cover the CPAP machine?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me see what's on here about that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] So it covers like sleep studies and stuff like that. Let's see.
[CUSTOMER][NEUTRAL] Uh, I didn't already do that for.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[AGENT][NEGATIVE] So, [PII], I don't see anything on the plan that talks about medical equipment, um, unfortunately. So I don't see anything.
[AGENT][NEUTRAL] That shows that any of it would be covered, um, cause I don't see any sort of equipment covered, just the testing itself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what if you got tested and you came back that you needed it, so how would that work?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEGATIVE] I just don't see under this medical plan that you have, the limited benefit plan with us, there just doesn't seem to be any coverage for
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any medical equipment on it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] So, yeah, you would just have to see, you know, what the cost would be um with the provider. I don't think that this is gonna cover anything on it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So do y'all have that it would cover it?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Well, you would, as far as coverage goes, that's offered through your employer, so you would have to see if there's any other coverage that they're offering aside from this plan that you have that would be something you'd reach out to your HR benefits department about.
[CUSTOMER][NEUTRAL] So alright.
[CUSTOMER][NEUTRAL] Hey, walk up this way and go straight.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] but it is like a take away so uh you know, that's very.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Did you have anything else that you needed me to check on for you?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] They can