AccountId: 011433970860
ContactId: 3522f885-6958-4b85-b869-e062b76474bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284440 ms
Total Talk Time (AGENT): 116947 ms
Total Talk Time (CUSTOMER): 95081 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3522f885-6958-4b85-b869-e062b76474bb_20250505T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to get benefit information, um.
[CUSTOMER][NEUTRAL] Because I need to see my primary care physician and I'm wondering if the labs will be covered.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, I can help you with benefit information, Miss [PII]. Can I please get your callback number, ma'am? Just in case the call is dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you ma'am, and then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02596312.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][POSITIVE] Real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also I'll need for you to please verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] Um, my email address is [PII]. What else did you need?
[AGENT][NEUTRAL] Your phone number that's on the policy?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][POSITIVE] Thank you very much I appreciate you verify your policy for me alright so let's look at your benefits real quick.
[AGENT][NEUTRAL] And see what is covered for lab.
[CUSTOMER][NEUTRAL] Yes, I'm gonna see my primary care physician. It is not going to be a regular wellness checkup. It is because I got some lab work back that came back abnormal, so he'll want to talk about that, and he'll probably wanna order additional blood work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm going to pull in your complete policy and review it and see what it says about.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Labs on it for you.
[CUSTOMER][NEUTRAL] And I, I, I'm aware that it's like kind of a weird.
[CUSTOMER][NEUTRAL] Very limited, probably not covered policy, but um because I'm a contractor so it's they don't really offer a lot but.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I wanna know before going in blind.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, I don't blame you. I'd wanna know too.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So I know it's probably gonna be kind of weird, but.
[AGENT][NEUTRAL] OK, let me look at your outpatient benefits, OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] It doesn't specify lab work itself and this is just to verify your benefits. It's not a guarantee of payment, but you do have um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Outpatient sickness writer.
[AGENT][NEUTRAL] And that pays $75.
[AGENT][NEUTRAL] And you get 5 visits per calendar year.
[AGENT][NEUTRAL] So it can help, help with that $75.
[CUSTOMER][NEUTRAL] Yeah, towards my um office visit I assume.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] But I'm not showing that it covers lab labs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so that's gonna be self pay for me, got it.
[AGENT][POSITIVE] OK, I'm sorry. Yes, ma'am. At least you have a good attitude about it.
[CUSTOMER][NEUTRAL] No, it's not you it's, it's just.
[CUSTOMER][NEUTRAL] Yeah, I mean I'm a contractor so I signed up for this I guess um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I appreciate your help.
[AGENT][POSITIVE] You're very welcome. I'm glad that you called the APL today and I hope you have a wonderful office visit and everything works out in your favor.
[CUSTOMER][POSITIVE] Thank you very much. Have a good day. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.