AccountId: 011433970860
ContactId: 4bcdf5a1-339d-4cbb-a146-185acb39e818
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318540 ms
Total Talk Time (AGENT): 146463 ms
Total Talk Time (CUSTOMER): 107311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/4bcdf5a1-339d-4cbb-a146-185acb39e818_20250331T16:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have an appointment to see uh a PA today just to get a referral to get my, you know, uh normal mammogram, and I'm wondering how much the copay is for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] 02567162
[AGENT][NEUTRAL] And what was your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you. Just need to verify a couple more pieces of information if you don't mind.
[CUSTOMER][NEUTRAL] And that's
[CUSTOMER][NEUTRAL] OK, let me spell my name to make sure it's spelled right. It's [PII]
[AGENT][NEUTRAL] Yes, we have that that in the system, yes.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] Um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly what's your email address?
[CUSTOMER][NEUTRAL] Uh, is [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] OK, and you said you're going in for an office visit, is that right?
[CUSTOMER][NEUTRAL] Yeah, it's the first time I'm, I'm going to this uh office, so I have to get registered as like a new patient and I'm just trying to get a referral to get my uh routine mammogram.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see what's covered under your policy, and this is not a guarantee of payment. It's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, so let's see what's for office visits.
[AGENT][NEUTRAL] So it looks like for, let's see.
[AGENT][NEUTRAL] So this is like a hospital indemnity plan. It's not like a major medical, it's kind of like a supplemental policy. It'll pay $75 for
[AGENT][NEUTRAL] For office visits.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It will pay if you get a wellness exam, um, it will pay $75 for that as well.
[CUSTOMER][NEUTRAL] So, I have to pay 75 for this visit today?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, that's what it pays you.
[AGENT][NEUTRAL] So that's the, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yeah, that's what it pays you for the visit, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, so when I go in today like um to like you know get set up and like meet with the PA to get the referral, I don't have a copay.
[AGENT][NEUTRAL] No, it is because it.
[CUSTOMER][NEUTRAL] Like I don't have to pay anything today?
[AGENT][NEUTRAL] Um, it's up to them what they bill, but like I said, this, this is just like a supplemental policy so it's gonna when we receive a claim from them or you, it pays out a maximum of $75.
[AGENT][NEUTRAL] So for example.
[CUSTOMER][NEUTRAL] OK, cause I
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, cause I called them and to ask them what the co-pay was, and they said, well, that's up to your insurance.
[CUSTOMER][NEUTRAL] And I'm like, OK, so I guess I'll call them.
[AGENT][NEUTRAL] Yeah, so I don't know what they bill, but let's just say for an example if their bill charges if they bill you 200, the max we pay is 75.
[AGENT][NEUTRAL] So that's just an example.
[CUSTOMER][NEGATIVE] See, and that makes it tricky to like, try to make an appointment cause I'm not gonna like book the appointment if I don't know how much I'm going to have to pay.
[AGENT][NEUTRAL] Well, they should be able to tell you how much they'll be charging you.
[AGENT][NEUTRAL] Um, they should be able to share that information.
[AGENT][NEUTRAL] And then do you have any other insurance?
[CUSTOMER][NEGATIVE] I'll try calling them back and forcing it out of them.
[AGENT][NEUTRAL] OK. Yeah, I mean, they should be able to tell you how much they're gonna charge you for the visit today. Um, and then like I said, this is like a hospital indemnity plan, so it's like a supplemental policy. So if you do have any other major medical insurance, um, that's, that would be, uh, you know, I'm sure there's some benefit on that or.
[CUSTOMER][NEUTRAL] And I don't, so.
[AGENT][NEUTRAL] And I don't, OK, OK.
[CUSTOMER][NEUTRAL] OK. Well, I'll call them back and see if I can get them to give me a price of some kind, since they're being so weird about it.
[AGENT][NEGATIVE] Yeah, they should be able to tell you what they charge. They know what they're gonna charge you, so.
[CUSTOMER][NEUTRAL] Yeah, that was so weird that they're like, oh, well, you're gonna have to call your insurance. And I'm like,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's, it is a little strange. They should be able to say, hey, we charge XYZ for office visits. So that's definitely something.
[CUSTOMER][NEUTRAL] OK, let me, let me call them back.
[AGENT][NEUTRAL] OK, anything else that
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you so much for calling APL.
[CUSTOMER][NEUTRAL] And, no, that's it.
[AGENT][POSITIVE] OK, thank you so much. Have a good day. Bye.
[CUSTOMER][NEUTRAL] You too bye.