AccountId: 011433970860
ContactId: 453c3db1-f77f-4dd8-ada8-9df1bfe7bc36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197979 ms
Total Talk Time (AGENT): 85930 ms
Total Talk Time (CUSTOMER): 53765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/453c3db1-f77f-4dd8-ada8-9df1bfe7bc36_20250326T14:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, I just wanna make sure, uh, I, my doctor, uh,
[CUSTOMER][NEUTRAL] Send to see a specialist like uh.
[CUSTOMER][NEUTRAL] A metro
[CUSTOMER][NEUTRAL] Dermatologist and then uh I just wanna make sure if you, if my insurance covers that.
[AGENT][NEUTRAL] OK, so you're going to a dermatologist's office and you're trying to see if it covers?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Are they gonna be doing any procedures or it's just gonna be like an office visit, a specialist office visit?
[CUSTOMER][NEUTRAL] Offices.
[AGENT][NEUTRAL] OK, um, may I have um your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] 51
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address and email address for verification, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. And let me look at your benefits and this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer.
[AGENT][NEUTRAL] Um, let's see, um.
[AGENT][NEGATIVE] This one doesn't have the office benefit rider. No, this one doesn't cover any in-office procedures or visit.
[CUSTOMER][NEUTRAL] It doesn't cover?
[AGENT][NEUTRAL] No, no, this is only for outpatient facilities like emergency room, urgent care facility, diagnostic centers, surgical centers, um, cancer treatments, um, independent lab facility.
[AGENT][NEUTRAL] Those are the ones that are covered under this policy.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I, uh, any, any other dermatologist I cannot see like uh.
[AGENT][NEUTRAL] Um, we do not cover anything in office, a specialist or regular doctors. So in office it's not covered under this policy for your secondary.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] And you're welcome. Is there anything else I'm gonna help you with today? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Yeah