AccountId: 011433970860
ContactId: 233eb0d8-f803-420b-afcb-d456f73d9a76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172289 ms
Total Talk Time (AGENT): 67728 ms
Total Talk Time (CUSTOMER): 78740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/233eb0d8-f803-420b-afcb-d456f73d9a76_20250514T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. Um, I have a quick question. I have a CT scan tomorrow scheduled uh for my lungs, and I wanna know if APL covers, um, anything on that.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is. I have a group number which is 16944.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Other numbers
[AGENT][NEUTRAL] Uh, there should be a policy certificate number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] An in hospitals benefit or outpatient better it's 025.
[CUSTOMER][NEUTRAL] 057
[CUSTOMER][NEUTRAL] 42 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could, could you verify your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then I just need to verify, do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And then just need your address and email address.
[CUSTOMER][NEUTRAL] [PII]. Email is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much. OK, let's see. So you're having a CAT scan at outpatient hospital facility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Let me pull up that policy here quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like for your outpatient benefit, after your primary insurance processes the claim, if there's any leftover deductible or co-insurance or co-pay, this policy will pay up to $2500 per calendar year.
[CUSTOMER][NEUTRAL] Wow, I didn't know that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For a CT scan?
[AGENT][NEUTRAL] Yes, um, let me make sure that's part of the diagnostic. I believe it is.
[CUSTOMER][NEUTRAL] Like I have to just pay $75 tomorrow. I was thinking more of my co-payment, yeah. My co-pay is only $75. So hopefully it will be nice if that's all it is.
[AGENT][NEUTRAL] Yeah, so it, it's diagnostic testing in a hospital as part of this benefit. So CAT scan would be considered, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, hon, thank you very much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] That'll be all for now. Thank you.
[AGENT][POSITIVE] OK, thanks for calling [PII]. I hope you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.