AccountId: 011433970860
ContactId: 362d26a4-7914-40ca-bbb2-48851cc915ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231460 ms
Total Talk Time (AGENT): 79609 ms
Total Talk Time (CUSTOMER): 92388 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/362d26a4-7914-40ca-bbb2-48851cc915ca_20250507T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I wanted to ask a question. Um, I have, uh, APO with you guys. Um, I just wanted to know, does that cover copays on medications as well, or is it just for doctor visits and like hospital visits?
[AGENT][NEUTRAL] Um, I would have to look at your policy to be able to answer that. Do you have a policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] How would I find my policy number? Is it on the card?
[AGENT][NEUTRAL] Yeah, so do you see anything that says certificate number or in hospitals number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I have um in hospital benefit certificate number, it's 02491442ML7.
[AGENT][POSITIVE] Perfect, thank you so much.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then if I could verify your name and date of birth, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then lastly, I'll need to verify your uh physical address and email address, please.
[CUSTOMER][NEUTRAL] [PII] and then the email address is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. All right. So, I'm just pulling up the policy here to double check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so yeah, it looks like your, your plan really covers more so office fees, office treatment. Um, it does cover some like medical equipment, but you don't have any prescription coverage on this.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else?
[CUSTOMER][NEUTRAL] No, that's all, thank you. Oh, I had one question. Um, I have a hospital bill from last year after I already had the APL, but I hadn't received the card until like 3-4 days ago. Am I able to call them back and still give them the same number since I was already covered through you guys or do you think they'll not be able to?
[AGENT][POSITIVE] You're welcome. Have a good day. Bye.
[AGENT][NEUTRAL] Yeah, so the policy's been effective since [PII]. So you can contact them and let them know that at the time you had a secondary and that they can bill us for anything that your primary didn't cover. There's no time frame on that, so you can still do that.
[CUSTOMER][NEUTRAL] As long as it happens.
[CUSTOMER][POSITIVE] OK. OK, perfect. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.