AccountId: 011433970860
ContactId: 228ecb0d-1cec-4348-9da9-4536381b5de7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358619 ms
Total Talk Time (AGENT): 148712 ms
Total Talk Time (CUSTOMER): 110111 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/228ecb0d-1cec-4348-9da9-4536381b5de7_20250220T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, good afternoon. I'd like to know if you guys cover a visit I want to do tomorrow.
[AGENT][NEUTRAL] OK, well, I can verify your benefits and your name is?
[CUSTOMER][NEUTRAL] Wait, actually I have a question. Are you guys a gap or you are the secondary?
[AGENT][NEUTRAL] Well, we don't have gap insurance. We have secondary policies.
[CUSTOMER][NEUTRAL] Are you guys
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] OK, so it could be covered.
[CUSTOMER][NEUTRAL] Yes, um, one moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so it's gonna be.
[CUSTOMER][NEUTRAL] 0217.
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] I'm trying to get the picture.
[CUSTOMER][NEUTRAL] OK, ready. Um, yes, it's 02176906.
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. And your name is?
[CUSTOMER][NEUTRAL] Uh brother [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] and my email is [PII] [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK, and you're wanting to know if a visit is covered and what type of visit is it for?
[CUSTOMER][NEUTRAL] It's um I don't even know how to say it's conception. I have the address.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Conceptions, Florida.
[AGENT][NEUTRAL] Is this for a sick office visit? Is this for?
[CUSTOMER][NEUTRAL] I don't know, I have a CPT code.
[CUSTOMER][NEUTRAL] Can I give you the CPT code?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, let's see, maybe that helps, um.
[CUSTOMER][NEUTRAL] Where did I put it
[CUSTOMER][NEUTRAL] OK it's 99215.
[AGENT][NEUTRAL] Uh, it's for an office visits, uh, and under your policy, office visits are not covered.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, that one, even if it's a follow up or any kind of visit.
[AGENT][NEUTRAL] Any kind of office visit is not covered under the policy.
[AGENT][NEUTRAL] Your policy primarily cover services performed in an outpatient facility or procedures in office, but not the visit itself.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, got it. How about lab work?
[AGENT][NEUTRAL] If it's not an outpatient facility or in a doctor's office and it's not for sickness or if it's for sickness or injury, it could be covered. And also, I'm showing your policy terminated with us on [PII].
[AGENT][NEUTRAL] Um, do you have a.
[CUSTOMER][NEUTRAL] How come?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, another policy. Give me one moment.
[AGENT][NEUTRAL] 124.
[AGENT][NEUTRAL] Yeah, um, you do have benefits for lab, but it has to be for sickness or injury. The policy does not cover any wellness.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh, thank you much. And so you're saying I, I have coverage or or ended in [PII]?
[AGENT][NEUTRAL] No, you have coverage. It looks like it switched from one policy to the next. So this policy, um, current policy became effective 51 to 24 and it's active.
[CUSTOMER][NEUTRAL] And it's the same numbers? Do I need a new card or?
[AGENT][NEUTRAL] It's a different policy number. You should have received the card. Um, give me a moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And have you set up on the online service center?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, I can send a.
[CUSTOMER][NEUTRAL] What I, what do I need to set up?
[AGENT][NEUTRAL] Um, on the online service center you'll be able to view your policy as well as print out any temporary cards. If you go to [PII].
[CUSTOMER][NEUTRAL] OK, are you able to send me a link via text?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I can uh give that to you. It should be on your, I don't know if it's on your card.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, even the one where it shows the term, it should have that address on there.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But I can send a request to have your card mailed out to you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh, one more thing, um, are you able to email that link?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just so I don't make a mistake or
[CUSTOMER][NEUTRAL] Do I need to write it down. Oh, you can email it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll email your card and on the card, on the email or in the email, it will have the link to where you can go to the website.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK awesome thank you much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Bye.