AccountId: 011433970860
ContactId: 155bcde5-696a-4f62-8768-7ae920128682
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240789 ms
Total Talk Time (AGENT): 68218 ms
Total Talk Time (CUSTOMER): 52222 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/155bcde5-696a-4f62-8768-7ae920128682_20250617T17:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was just wondering, I have an appointment for a mammogram and I'm wondering if my insurance covers it.
[AGENT][NEUTRAL] Do you wanna verify your benefits, [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Can I have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02461500
[AGENT][NEUTRAL] So, could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] You said [PII] and what is the email address that we have on file for you and a callback number?
[CUSTOMER][NEUTRAL] Uh, I think it's [PII].
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to verify your policy covers CT scans?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, for a is that a mammogram would be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 01 moment, I'm looking at your policy.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Diagnostic testing.
[AGENT][NEUTRAL] Would this be considered as a wellness?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think so.
[AGENT][NEUTRAL] allow me to pull up your policy.
[AGENT][NEUTRAL] Mm diagnostic.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] So, mm, a CT scan will be covered under your diagnostic benefits.
[CUSTOMER][NEUTRAL] It, it is covered.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Um, do you know, do I have a deductible I have to meet?
[AGENT][NEUTRAL] No, your this policy doesn't have a deductible. You just pay a certain amount.
[AGENT][NEUTRAL] Tours benefits.
[AGENT][NEUTRAL] And it shows that diagnostic testing, it'll pay a certain amount towards your diagnostic testing and they'll pay up to $200.
[CUSTOMER][NEUTRAL] I pay a what amount?
[AGENT][NEUTRAL] And this is not a guarantee of benefits disclaimer on the policy coverage. Yes, that's correct.
[CUSTOMER][NEUTRAL] They'll pay up to 200.
[CUSTOMER][NEUTRAL] OK, so they only pay 200.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, well that doesn't cover it.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks you too bye.