AccountId: 011433970860
ContactId: 2fbea76c-cf49-463b-bbfc-e64a81e7f1d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327420 ms
Total Talk Time (AGENT): 88458 ms
Total Talk Time (CUSTOMER): 106528 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2fbea76c-cf49-463b-bbfc-e64a81e7f1d8_20250212T19:48_UTC.wav
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[CUSTOMER][NEUTRAL] some of that.
[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to uh figure out what's going on with this insurance. My wife, she went to the doctor on the.
[CUSTOMER][NEUTRAL] [PII] and it looked like the insurance didn't cover anything on her.
[CUSTOMER][NEUTRAL] Mammogram.
[CUSTOMER][NEUTRAL] And I was trying to figure out what's going on because they sent me a bill of uh sent a bill of $1,541.58 and they're saying that the total insurance payment was $0.
[AGENT][NEUTRAL] I can check and see if it's a cover service. And do you have the policy number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, the policy number, um.
[CUSTOMER][NEUTRAL] For the you talking about the insurance policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 04688.
[AGENT][NEUTRAL] The last two digits was 88.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. I also need to verify um the billing address, email address on file.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me look at the benefits under the medical. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And you said it was for [PII], was it for radiology Associates or was it a different company?
[CUSTOMER][NEUTRAL] Yes, radiology.
[AGENT][NEUTRAL] OK, for radiology associates, we did send out the maximum benefit that it pays under this one. This particular policy is, is a limited policy. It has like a specific amount that we pay for each service. Uh for wellness exam, we cover $75 per exam.
[AGENT][NEUTRAL] And up to $250 per year. And it looks like we did send the $75 and we send $150 to radiology associates.
[CUSTOMER][NEUTRAL] And that's it out of $1500?
[AGENT][NEUTRAL] That is the amount that it covers under this one, yeah, this is the limited policy. This is not a major medical.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Oh, really.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] When I
[CUSTOMER][NEGATIVE] So, so this, this is really not helping me. I'm just getting money taken out of my check for.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you need me to send you a copy of the benefit of the policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you know what you have.
[CUSTOMER][NEUTRAL] Do you want
[AGENT][POSITIVE] OK, I can go.
[CUSTOMER][NEUTRAL] You want us to send up uh.
[CUSTOMER][NEUTRAL] Renee.
[CUSTOMER][NEGATIVE] What's the point of taking a mammogram so I can't get it.
[CUSTOMER][NEUTRAL] So what do you want me to do?
[CUSTOMER][POSITIVE] Alright, I thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's all, that's all.
[AGENT][POSITIVE] OK, thank you for calling AP