AccountId: 011433970860
ContactId: 511060f0-04df-4cdf-bfb4-3794a7674022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255490 ms
Total Talk Time (AGENT): 110874 ms
Total Talk Time (CUSTOMER): 111264 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/511060f0-04df-4cdf-bfb4-3794a7674022_20250619T13:33_UTC.wav
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[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm here at the doctor's and they're telling me that my copays were never paid by your, you know, by you. Is that, can I find out? I mean.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sure, yes, I can check your policy. Um, may I have your name and a callback number? Sure, go ahead.
[CUSTOMER][NEUTRAL] Give me 1 2nd. Give me one.
[CUSTOMER][NEUTRAL] Give me 1 2nd please.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have the list of
[CUSTOMER][NEUTRAL] Can I get um.
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Um, and to me, to pass us both together, OK.
[CUSTOMER][NEUTRAL] So I'll email it to you now and I'm, I'm coming to the insurance.
[CUSTOMER][NEUTRAL] We're doing analysis.
[CUSTOMER][NEUTRAL] OK, so, uh, OK, I'm sorry, yes, what do you need?
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the policy number, Miss?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just had it in my hands. OK, policy number is a group or?
[CUSTOMER][NEUTRAL] Oh, OK. Outpatient number?
[AGENT][NEUTRAL] It's gonna be the, mhm, yes, that's it. Mhm.
[CUSTOMER][NEUTRAL] 02464742 ML 8.
[AGENT][NEUTRAL] Thank you. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII].
[AGENT][NEUTRAL] OK, what's the email address on time?
[CUSTOMER][NEUTRAL] And what else you needed my email is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] No, the mailing email address, not the mailing address, the email address.
[CUSTOMER][NEUTRAL] My email is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you, we have your work email, is that OK?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] We have your work email. Is that OK?
[CUSTOMER][NEUTRAL] Oh, my work email is um [PII].
[AGENT][NEUTRAL] Perfect, thank you. All right. So let's see your benefits. Um, this is not guarantee of payment, just a verification of coverage. All right, so yours doesn't cover co-payments, no. It will only cover uh procedures done in the office, like if they do an ultrasound, um, if they do an X-ray, if they do injections or something like that, then that's what's covered, but we do not cover the co-payment.
[CUSTOMER][NEUTRAL] OK, so I don't know, you know, I thought I had that insurance for co-payments. I don't understand. I don't know then what I have it for.
[AGENT][NEUTRAL] Yeah, this one doesn't cover copayments for office visit. It will cover like if you need to go and do like a, go ahead.
[CUSTOMER][NEUTRAL] Do you have?
[CUSTOMER][NEUTRAL] Do you guys have also office visit?
[AGENT][NEUTRAL] OK, your policy is through your group. The group doesn't have that benefit. That's an additional benefit.
[CUSTOMER][NEUTRAL] Oh, so I would have to find out with them, uh.
[AGENT][NEUTRAL] Um, yes, this one covers like if you need to go to do a surgery, if you need to go and do a CT scan, MRI, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understand, I understand that, but if I would want.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] But if I would want it to cover doctor's office, can I have the option of picking that in my insurance?
[AGENT][NEGATIVE] No, because this is a group policy and they're the ones that decide what's gonna be on that um policy for the whole group, and yet this group doesn't have that benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, OK, perfect alright thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.