AccountId: 011433970860
ContactId: 0c55e606-299e-4777-b54f-afcd8dff6ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364859 ms
Total Talk Time (AGENT): 148911 ms
Total Talk Time (CUSTOMER): 78076 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/0c55e606-299e-4777-b54f-afcd8dff6ec5_20250107T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I have um the insurance, I have the gap insurance for my job and I wanted to see if um I'm currently pregnant and uh I needed to do the NC ultrasound and I want to see that if that's something that will be covered with the APL.
[AGENT][POSITIVE] OK, I can help you with your benefits. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your policy number, please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Would this be the, the outpatient or in in hospital?
[AGENT][POSITIVE] You can give me either one of those numbers and I'll be able to pull in your policy, yes ma'am.
[CUSTOMER][NEUTRAL] Either or? OK.
[CUSTOMER][NEUTRAL] So, 02.
[CUSTOMER][NEUTRAL] 28
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 09
[CUSTOMER][NEUTRAL] M as in mom. L. 8.
[AGENT][POSITIVE] OK alright let me pull that policy in for so I can get you your benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, last all, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It would be my address would be [PII] phone number [PII].
[CUSTOMER][NEUTRAL] And email, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Email will be [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that for me. I'm gonna go ahead and pull in your policy because you're looking specifically for ultrasound, is that correct?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look and see what your policy states as far as ultrasound goes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna be just a moment while.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Computer pulls everything up for me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And of course it's being slow. I apologize for you having to wait.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, and this is just to verify benefits it's not a guarantee of payment this would fall under your outpatient benefit.
[AGENT][NEUTRAL] And so what this policy helps with this deductible, co-pay or co-insurance?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you have a $500 per calendar day benefit to help if you have to pay a deductible co-pay or co-insurance, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] I'm still trying to find the facilities that you can use it at.
[AGENT][NEUTRAL] OK, so you can use it.
[AGENT][NEUTRAL] At a hospital emergency room urgent care facility.
[AGENT][NEUTRAL] A free-standing outpatient surgery center, a diagnostic testing in the hospital.
[AGENT][NEUTRAL] Um, so it's basically, um, used at an ER urgent care center.
[AGENT][NEUTRAL] Uh, hospital emergency room or an ambulatory center.
[AGENT][NEUTRAL] It does not look like you have office visits on this, so if it's done inside the office, the office visits would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] Well, you're so welcome.
[AGENT][NEUTRAL] And uh you say your name [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, Ms. [PII], I congratulate you on your pregnancy and I hope everything goes well for you.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Thank you for your help.
[AGENT][POSITIVE] You too. Thank you for calling APL. You have a good day also. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Likewise bye bye