AccountId: 011433970860
ContactId: 2759b129-fbf6-4999-b865-523fbdf9138b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144380 ms
Total Talk Time (AGENT): 46858 ms
Total Talk Time (CUSTOMER): 73480 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/2759b129-fbf6-4999-b865-523fbdf9138b_20250328T16:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][POSITIVE] [PII], good morning to you. How are you doing?
[AGENT][POSITIVE] Well that sounds good
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well, hey, um, so I, last time I used y'all service, um, I had a colonoscopy and, um, basically after the fact I went through the whole reimbursement process. It wasn't.
[CUSTOMER][NEUTRAL] Terrible, but I was wondering if there's a better way to do it beforehand.
[AGENT][POSITIVE] OK, I'd be happy to assist. May I have your policy number please?
[CUSTOMER][NEUTRAL] 022-51768.
[AGENT][NEUTRAL] And if you can verify your full name, date of birth, and email address.
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, birth birthday, [PII], and email address would be [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so the best method is presenting the card and letting the provider know that you have gap insurance and then they can file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For your um gap insurance.
[CUSTOMER][NEUTRAL] OK, so I just got an estimate and they, they don't have this coverage on file so they sent me an estimate that's with my current, my normal medical insurance, so I should call my provider and give them this information.
[AGENT][NEUTRAL] Right. You can just let them know. I have gap insurance, so they can call us and verify your gap and then that way, once they file with your major medical, then they'll know once they get the EOB back from your major medical, then they can send it to us for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ship it off to you and then I can follow that whole thing on the claims list on your website once you get it and, and will it be so, so it'll be like my medical insurance it'll be kind of transparent and at the end it should cover everything, but if there's anything left after gap, then I'll have to cover that.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Which hopefully there's not because it's less than my coverage. OK, perfect. I will call them and get that, uh, get that submitted.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] Not today, [PII] thank you very much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You too thank you.