AccountId: 011433970860
ContactId: 375a6bee-f86f-40c0-972d-2415a50dbc7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314269 ms
Total Talk Time (AGENT): 114022 ms
Total Talk Time (CUSTOMER): 143354 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/375a6bee-f86f-40c0-972d-2415a50dbc7d_20241230T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I am calling because I, uh,
[CUSTOMER][NEUTRAL] Book an appointment to see about.
[CUSTOMER][NEGATIVE] For tomorrow it's a consultation and they're telling me using my insurance I would have, I would still have to pay like $250.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm calling to see if IPA would cover um.
[CUSTOMER][NEGATIVE] What my insurance doesn't cover for compensation.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEGATIVE] No, I actually, that, that's something else. I have not received a card, um, with the, with the renewal. So I don't have a card.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and I can take you. Not a problem. It would be my pleasure to assist you.
[AGENT][NEUTRAL] What is your social? I can look up your policy by your social.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] [PII] and what's the what's the other thing my my address.
[AGENT][NEUTRAL] Yes ma'am, your address, email, and phone number please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And uh my phone number is [PII].
[AGENT][NEUTRAL] And what about an email? We don't have an email on file for you. Can I add one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it, it's uh my [PII] my last name so it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I've got your policy pulled up. I can email you a copy of your card as well, and I'm checking, is, is this for an office visit?
[CUSTOMER][NEUTRAL] Mhm yes.
[CUSTOMER][POSITIVE] Oh, that would be great.
[CUSTOMER][NEUTRAL] It's uh, yeah, it's a compensation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now the policy does not provide any benefits for services in a doctor's office.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So what is, like, what am I covered for so I have a better understanding like how, how does this work? When do I use IPL?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] So it's going to cover things like your emergency room visits, urgent care visits, um, outpatient surgery.
[AGENT][NEUTRAL] It would cover things like physical therapy.
[AGENT][NEUTRAL] Inpatient hospitalization.
[AGENT][NEUTRAL] That is covered also.
[AGENT][NEUTRAL] And when I send you this card, you're going to get a
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our link to our website, you can create an online account.
[AGENT][NEUTRAL] And you can click on the policy number and it will download your documents and you can view what's covered in detail.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] C.
[AGENT][NEUTRAL] And I just sent you that email. Are you where you can check it?
[CUSTOMER][NEUTRAL] I have my phone with me. Yes, uh, let me see if I have received anything.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm no, let me check this, let me check this box.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, no. Oh yes, here.
[CUSTOMER][POSITIVE] I got it, yeah, perfect.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Perfect. OK, so you will not cover an office visit.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and then, uh, uh, I see, I'll, I'll read through, uh, what it, what it was covered on here and uh because I see some apartment.
[AGENT][NEUTRAL] I apologize I'm sorry. Can you repeat that?
[CUSTOMER][POSITIVE] Um, I'm taking that I received the card. OK, perfect. Thank you so much. That's all I needed.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] Well, it has been a pleasure to assist you, Mrs. [PII], and thank you for calling APL. If you need further assistance, don't hesitate to give us a call, and I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] And thank you. Bye-bye.