AccountId: 011433970860
ContactId: 2a315b00-5233-4b69-9d2c-61c553d2129f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161630 ms
Total Talk Time (AGENT): 51257 ms
Total Talk Time (CUSTOMER): 63585 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/2a315b00-5233-4b69-9d2c-61c553d2129f_20250214T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, can I give you my information so I can ask you questions?
[AGENT][NEUTRAL] Sure. Your first name and the policy number? Sure.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Uh, is it, could it be the group number?
[AGENT][NEUTRAL] It's the the policy cert number.
[CUSTOMER][NEUTRAL] What does it start with?
[AGENT][NEUTRAL] A 0.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Should be an inpatient and an outpatient policy cert number.
[CUSTOMER][NEUTRAL] Um, you know,
[CUSTOMER][NEUTRAL] OK, OK, so which one do I need?
[AGENT][POSITIVE] The outpatient is fine.
[CUSTOMER][NEUTRAL] 0247
[CUSTOMER][NEUTRAL] 6830
[CUSTOMER][NEUTRAL] M as in Mary. L as in Mary 8.
[AGENT][NEUTRAL] And what's
[AGENT][NEUTRAL] OK, thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me that again.
[CUSTOMER][NEUTRAL] 3 of us?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And one verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And how can I help you today?
[CUSTOMER][NEUTRAL] I, uh, wanted to ask you, I received uh.
[CUSTOMER][NEUTRAL] Uh, bill from Quest Diagnostics.
[CUSTOMER][NEGATIVE] For fortune that the insurance did not cover.
[CUSTOMER][NEUTRAL] Would the APO cover that?
[AGENT][NEUTRAL] Let me see if you have the lab writer. Um, you do not have the lab writer under your policy, so that would not be covered, you know, services from an or bills from an independent lab isn't covered.
[AGENT][NEUTRAL] Under this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's procedures not not uh.
[AGENT][NEUTRAL] Right, outpatient facility, outpatient facility services and then inpatient only.
[CUSTOMER][NEUTRAL] Not a lab.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] All right, any other questions while I could help out with today?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.