AccountId: 011433970860
ContactId: 0cd5337a-db85-42bf-be5e-36a864162c75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120199 ms
Total Talk Time (AGENT): 62197 ms
Total Talk Time (CUSTOMER): 53471 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/0cd5337a-db85-42bf-be5e-36a864162c75_20250414T12:02_UTC.wav
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[AGENT][NEUTRAL] I'm typing APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good good morning. Uh, my name is [PII]. I'm, I'm calling because I have a question for you.
[CUSTOMER][NEUTRAL] I went to see my dermatologist on Saturday and I need to have a little cyst removed. I was told that um my deductible from my insurance was pretty high, so I told them I had gap insurance. Um, when I went into the front, the lady from the dermatologist said they didn't, um, accept gap insurance, but that a lot of patients, what they do is that they submit the claim directly to the gap insurance for, for them to get reimbursed. Is that something I can do?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yes, uh, you can uh do that. Now, I'm not able to look up your uh policy right at the moment. Um, but what I can do, hey, is I can, if you don't mind giving me your phone number, I can look up your policy and see whether your gap insurance, um, will, will cover treatment within the physician's office. Now, if it, if, if it does, it does turn, it does turn out that you can submit the claim, uh, to do that, and we will give you information on, on how to submit it, where to submit it.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, but what is your phone number, please, so that I can call you back as soon as my system is up?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Of course, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number so I can look that up once the system uh comes up?
[CUSTOMER][NEUTRAL] Of course. It's 02.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 5122.
[AGENT][NEUTRAL] 22, great. So what we're looking at is whether treatment within a physician's office is covered and how to uh submit a claim. Um, I'm not expecting this to take very long. It's just, uh, for whatever reason, I, I think they're running a program and it's just not able, I just can't get to it yet. But once that does come up, that will be today and I'll call you and then we can look at your policy and see what we can do about helping you.
[CUSTOMER][POSITIVE] No problem. OK.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good morning.