AccountId: 011433970860
ContactId: 15182184-87d7-43a1-b63b-23001d1863b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157479 ms
Total Talk Time (AGENT): 59180 ms
Total Talk Time (CUSTOMER): 76258 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/15182184-87d7-43a1-b63b-23001d1863b8_20250507T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. um, I'm just calling with a, I'm curious to verify a question that I have with regards to our plan.
[AGENT][NEUTRAL] OK, and you are the insured, is that correct?
[CUSTOMER][NEUTRAL] My husband is the insured.
[AGENT][NEUTRAL] OK, and what is the policy number please?
[CUSTOMER][NEUTRAL] 2556453
[AGENT][NEUTRAL] OK, I have it as 2556453. 1 moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you and may I have your name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is your callback number if we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. OK, I have your policy pulled up and how can I help you?
[CUSTOMER][NEUTRAL] I'm just curious because one of my husband's co-workers, um, made a mention of this. Do, do you guys cover copays?
[AGENT][NEUTRAL] And the supplemental policy does that with.
[CUSTOMER][NEUTRAL] Or does this policy?
[AGENT][POSITIVE] It does help with the deductible, co-pay and or co-insurance based on coverage.
[CUSTOMER][NEUTRAL] So, the co-pay, for example, urgent care or the doctor's office, it covers that.
[AGENT][NEUTRAL] I can check to see what the benefit is for an office visit to see if that is covered. You're welcome and an office visit is not covered.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Office is not covered, but um urgent care?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Urgent care is a covered place of service.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Urgent care is a covered urgent care covered. So if it has a co-pay of 150, you guys would cover that.
[AGENT][NEUTRAL] Uh, once we have the claim in office, of course, to review and process.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] It could help with that
[CUSTOMER][MIXED] OK, but technically, urgent care is covered.
[AGENT][POSITIVE] And urgent care is a covered place of service, yes.
[CUSTOMER][POSITIVE] OK, OK, that's what I wanted to know. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good day. Take care.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.