AccountId: 011433970860
ContactId: 4c7495ac-51de-4c29-b971-bb16a18bb1cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183380 ms
Total Talk Time (AGENT): 71857 ms
Total Talk Time (CUSTOMER): 98354 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4c7495ac-51de-4c29-b971-bb16a18bb1cf_20250319T17:31_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I have a question. I'd like to know, well, let me back check. I, I need to get, um, I need to go to a, uh, get, um, oh my gosh, sorry, an ultrasound done, and I wanna know if I've like reached my limit on benefits.
[AGENT][POSITIVE] Can I have a policy number for you and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes, um, is it the one that ends in like ML, that one?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. So it's 021-75454 ML 8.
[AGENT][NEUTRAL] Can I have your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII] and date of birth [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number for you would it be the.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have something else.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you recall having a different when you signed up here?
[CUSTOMER][NEUTRAL] Maybe it's [PII].
[AGENT][POSITIVE] Yes, that's correct, that's what we have.
[CUSTOMER][NEUTRAL] OK, yeah, that's my work email, that's fine.
[AGENT][NEUTRAL] So you're calling in regards to your outpatient benefits and you want to verify if you utilize any of them so it doesn't not, so your outpatient benefits is $500 per calendar day and this is not a guaranteed benefit just a disclaimer of the policy coverage. So would this be taking place in the diagnostic testing site?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you have $500 per calendar day for your outpatient benefits, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK, fine. So, so long as if, if I haven't gone on the same day, then I should be OK.
[AGENT][POSITIVE] And maxed out your benefits, yes, that's correct.
[CUSTOMER][NEUTRAL] Got it. OK. And then my husband needs to get um a CAT scan or an MRI done, one or the other. Can you tell me if the location that he's going to is covered within the outpatient benefits?
[AGENT][NEUTRAL] What is the name of the facility? Well, what's the place, the type of facility that he's going to?
[CUSTOMER][NEUTRAL] It's so it's a hospital, but it's called Memorial Hospital West Outpatient Services. So that's why it's confusing me.
[AGENT][NEUTRAL] It would be considered as outpatient.
[CUSTOMER][NEUTRAL] It, so it's, so it would be.
[AGENT][NEUTRAL] It's considered as.
[CUSTOMER][NEUTRAL] OK, so then we're fine, we're covered there.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, that works. Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] You too. Bye-bye