AccountId: 011433970860
ContactId: 0a210eed-8fdc-4148-9685-54f5cd9e0ccc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157119 ms
Total Talk Time (AGENT): 74861 ms
Total Talk Time (CUSTOMER): 62317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0a210eed-8fdc-4148-9685-54f5cd9e0ccc_20250305T14:25_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my son has to get orthotics. Um, the insurance, uh, covered quite a bit of it, but I had to pay 280 out of pocket.
[CUSTOMER][NEUTRAL] Would the Apple uh cover the difference?
[AGENT][NEUTRAL] Well, let's check. Um, and I'm sorry, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. His name is [PII].
[AGENT][NEUTRAL] OK, great. Um, Mrs. [PII], what is your policy number, please?
[CUSTOMER][NEUTRAL] Um, I can give you my group number. Is that what you need?
[AGENT][NEUTRAL] Uh, OK. Yes, it might be, uh, if you have your card there with you, it might, it might be listed under, um, your member number. It usually begins with a 01 or 02.
[CUSTOMER][NEUTRAL] My card number?
[CUSTOMER][NEUTRAL] Which one?
[CUSTOMER][NEUTRAL] 022, well, there's 2, there's in hospital and outpatient.
[AGENT][NEUTRAL] Oh, it's actually the same, um, and you said 02?
[CUSTOMER][NEUTRAL] Oh, sorry.
[CUSTOMER][NEUTRAL] [PII], read it off.
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] The bottom number, yes, [PII] read it off.
[CUSTOMER][NEUTRAL] 02268005 M as in [PII].
[AGENT][NEUTRAL] Thank you. And if I could just verify um uh either yours or or uh [PII]'s date of birth and a uh
[AGENT][NEUTRAL] A phone number please ma'am, while I look this up.
[CUSTOMER][NEUTRAL] [PII] is [PII] and my phone number is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[AGENT][NEUTRAL] Now, if I understand correctly, orthotics are, are like a uh uh something that, that goes like a brace for your foot. Is that correct? Is that?
[CUSTOMER][NEUTRAL] Yes, that is correct, and he, um, you know, we have to see a podiatrist and whatnot.
[AGENT][NEUTRAL] Um, OK, alright.
[AGENT][NEUTRAL] Of course. So, uh, first of all, um, your secondary insurance, uh, we usually consider that as durable medical, and your policy does not cover durable medical, uh, so it, it was not because now the, the, um, if you, if you have any sort of outpatient or inpatient hospital services such as the ER urgent care, that's what your policy is for, um, but it is not for the durable medical, which is what you're referring to.
[CUSTOMER][POSITIVE] Oh, alright, alright, thank you.
[AGENT][NEUTRAL] OK, well, is there anything I can help with, thanks for contacting if you have a good.