AccountId: 011433970860
ContactId: 38d0cffd-0d94-49f4-86ff-ebad70bd5ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196339 ms
Total Talk Time (AGENT): 71007 ms
Total Talk Time (CUSTOMER): 40202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/38d0cffd-0d94-49f4-86ff-ebad70bd5ea8_20250509T19:21_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 am calling to find out uh I've, I've just got my card and I'm having trouble navigating through the, uh, client portal to check my benefits. I'm trying to get some blood work done, some lab work, and I wanted to make sure that that was that fell under what I have.
[AGENT][NEUTRAL] OK. Do you have the policy number on that card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02615718
[AGENT][NEUTRAL] OK. Could I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Can
[AGENT][NEUTRAL] Hi, [PII], and can you verify your email address and your home address?
[CUSTOMER][NEUTRAL] Uh, [PII]. [PII] uh.
[CUSTOMER][NEUTRAL] Oh wow, brain farting on the zip [PII].
[AGENT][NEUTRAL] OK, perfect. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was gonna be for lab work, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so anything I quote is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Um, it looks like your policy, let's see.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So, you do have like a medical imaging benefit, but that would be for medical imaging, um, that pays 100 per day, up to 1 day per year.
[AGENT][NEUTRAL] Um, let me see. I'm not seeing any laboratory coverage. Let me double check though.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yeah, it just provides like there's, there's benefits for if you're seen in the ER, urgent care, physician's office, uh, physical, speech, occupational therapy, um, there's benefits for surgery.
[AGENT][NEUTRAL] There's an outpatient prescription drug benefit. Um, let's see.
[AGENT][NEUTRAL] Preventative elective surgery.
[AGENT][NEUTRAL] I don't show any coverage for labs specifically.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.