AccountId: 011433970860
ContactId: 15262c9c-262e-47ee-a6eb-b61975cf5bd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309160 ms
Total Talk Time (AGENT): 139756 ms
Total Talk Time (CUSTOMER): 206331 ms
Interruptions: 16
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/15262c9c-262e-47ee-a6eb-b61975cf5bd7_20250218T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Good, um, I have a, uh, uh, actually a doctor's appointment today for a specialist to, um.
[CUSTOMER][NEUTRAL] I guess scan my brain, um, and then I, I just got off the phone with them maybe an hour ago. They're telling me it's gonna be somewhat of a costly, um, scan, um, and so I, I realized I had a gap, so, um, I was calling to see how that works.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course we could get your policy pulled up and take a look at those benefits. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] at [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] I, I do not. That's the issue.
[AGENT][NEUTRAL] OK um I could start using your social.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I wanna run that.
[CUSTOMER][NEUTRAL] Yeah, it's it's it's a MRI to be exact, so.
[AGENT][POSITIVE] Got you OK.
[AGENT][NEUTRAL] All right, and here, just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][POSITIVE] I can go
[CUSTOMER][NEUTRAL] Sure, uh, [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah it's um [PII].
[CUSTOMER][NEUTRAL] Sorry, I got this coughing go away. It's a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, uh, last thing I need is the email address we've got on file for you.
[CUSTOMER][NEUTRAL] Oh, I don't know if my work one or my personal, uh.
[AGENT][NEUTRAL] OK might be through an organization.
[CUSTOMER][NEUTRAL] Yes, behind my work it's uh [PII], yeah, so sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] OK, yes, perfect, thank you for verifying that [PII]. um, let's take a look here, give me just a moment, I'll get your policy pulled up.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so covered under your outpatient benefits, I do see that diagnostic testing performed in a hospital outpatient facility or an MRI facility is covered under the outpatient benefit. So in short, the way that this policy works is that of course it is secondary to your major medical. So as long as your major medical is willing to pay this policy can help with co-pay, deductible and co-insurance.
[CUSTOMER][NEUTRAL] We gotta make sure there's no keys. I don't know the entire lotwesome.
[CUSTOMER][NEGATIVE] So you know they try to steal a car
[CUSTOMER][NEUTRAL] rack.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's what's going on there. Go ahead, and that's what's going on. They're asking me for the copay and, and then so they're also deductible.
[AGENT][NEUTRAL] And then um let me
[AGENT][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Sure, yes, and that's what this is designed to help with um let's see um I can go ahead and give you the policy number and then I can email you a copy of your ID card if you need it, [PII].
[CUSTOMER][NEUTRAL] Um, well, no, the, the policy number will be on there, so just, just email it to me, right.
[AGENT][NEUTRAL] Sure, that's up to you of course um did you want me to send it to this email address we have for you, your uh work email or was there a different one you'd like me to send it to?
[CUSTOMER][NEUTRAL] Yes, yes, no, no works fine. I, I have that open now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good. I'll go ahead and send that now. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So when I get there and I show them that I have that, is that something they're able to calculate what at that point would be my end payment or that's something that it's gonna they're gonna have to like get back to me and you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I couldn't tell you for sure um all the providers are completely different with how they operate um and I don't know they might have to run it through your major medical first but it sounds like they did so they might I'm, I couldn't tell you for sure though.
[CUSTOMER][NEUTRAL] 2045.
[CUSTOMER][NEUTRAL] 2045 reprinted.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you have to go to RPR.
[CUSTOMER][NEGATIVE] OK, I just, I just don't wanna go there and then like then not be able to do the, the scan and then.
[AGENT][POSITIVE] Of course, yes, and when you give them this information if they have questions or need further clarification, they are more than welcome to give us a call we do talk to providers all the time.
[CUSTOMER][NEUTRAL] Which is the same number that I called now, right?
[AGENT][NEUTRAL] Yes, the one that you just called, yes sir.
[CUSTOMER][NEUTRAL] Now, what time are you guys open until?
[AGENT][NEUTRAL] Uh, we are open until [PII] Central time.
[CUSTOMER][NEUTRAL] Oh, that's that's a 7 lock in.
[CUSTOMER][NEUTRAL] Uh, eastern time, yeah, because I think they're open until my, well, they should, we should be OK because, uh, the procedures at [PII], so yeah, it should be fine. OK, OK, perfect. Uh, yeah, I just wait for all, um, no, uh, and I, I know you're busy. Do you know how soon you can send that over?
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Alright, yeah, did you have any other questions for me?
[AGENT][POSITIVE] No, you're OK. I did just go ahead and send that email you should be getting it here pretty soon.
[CUSTOMER][NEUTRAL] Yeah what I.
[CUSTOMER][POSITIVE] OK, you're awesome thank you thank you so much.
[AGENT][POSITIVE] Of course, yeah, definitely I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye.