AccountId: 011433970860
ContactId: 3df1330e-0139-471d-8f15-653dfddb7d03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250460 ms
Total Talk Time (AGENT): 82990 ms
Total Talk Time (CUSTOMER): 98252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3df1330e-0139-471d-8f15-653dfddb7d03_20250613T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to ask about, uh, sorry, excuse me.
[CUSTOMER][NEUTRAL] Oh, OK, sorry, um, I was calling to ask about, um, um, do you guys cover copayments? I was under the impression you guys were, but I just got the bill back from my provider.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEGATIVE] Uh, not on me, no.
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, perfect. Um last name's [PII]
[CUSTOMER][NEUTRAL] Uh, do you need the last four of my social or?
[AGENT][NEUTRAL] Uh, let me pull you said [PII], [PII], [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, last 4 [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a good callback number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] And then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] And then your address and email address.
[CUSTOMER][NEUTRAL] Um, it's [PII]. Um email should be work [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you so much. OK, let me see, um, let me pull up your uh plan real quick and see if you said for co-pays, that's what you're checking on?
[CUSTOMER][NEUTRAL] Yeah, um, specifically, uh, the provider name is, um, Doctor [PII].
[AGENT][NEUTRAL] OK, so it looks like on your policy, um, not a guarantee of payment, basic outline of your plan. It just covers outpatient hospital services, so it pays up to $6350 per calendar year. It, it won't cover the office visit co-pay, but it will cover like if you had outpatient surgery or services rendered in an outpatient facility.
[CUSTOMER][NEGATIVE] Oh, you guys, so it doesn't cover copay. I thought it was like covers everything that my insurance doesn't.
[AGENT][NEUTRAL] Uh, it would be deductible and co-insurance and then uh regarding like outpatient hospital expenses. So it's not the actual office visit.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, cool, thank you for clarifying that. Um, while I have you, I was also wondering if uh you guys got the claim in, um, about, uh, it was like last month it was for, um, a wisdom teeth removal.
[CUSTOMER][NEUTRAL] I was wondering if I had gone through to you guys and um if you know like they would end up covering anything.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, do you know what, did you already have them done? Is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Um, what date was that? Do you remember?
[CUSTOMER][NEUTRAL] Um, it was May. I wanna, it was Friday, I think it was like the [PII] or something.
[AGENT][NEUTRAL] Um, we have outpatient services for [PII].
[AGENT][NEUTRAL] Does that sound right?
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEGATIVE] Um, yeah, I don't, I don't show that we've received anything, um.
[AGENT][NEUTRAL] So I
[CUSTOMER][NEUTRAL] No, OK, I'll have to check on that then.
[AGENT][NEUTRAL] OK, is there anything else I can help?
[CUSTOMER][NEUTRAL] Uh, that's all for me though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No thank you so much I hope you have a good rest of your day bye.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too bye.