AccountId: 011433970860
ContactId: 55820c3e-721a-4603-8942-97aa6b7c4e78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 431920 ms
Total Talk Time (AGENT): 155975 ms
Total Talk Time (CUSTOMER): 115480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/55820c3e-721a-4603-8942-97aa6b7c4e78_20250605T21:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII], and I'm wondering about um what kind of coverage I have uh for going and getting um.
[CUSTOMER][NEUTRAL] A prescription refilled and whatever they need to do examination and whatever labs they need to do for that.
[AGENT][POSITIVE] OK [PII], I can help you out with your benefits. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, policy number.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 96095.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address we have on file?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I just changed it. It should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what's the old address?
[CUSTOMER][NEUTRAL] Or the old one is one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just went online and updated it a few minutes ago.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, it might not have transferred over yet. um, and what is the new address then I can put it on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes, [PII], yes, [PII].
[AGENT][NEUTRAL] OK, same city.
[CUSTOMER][NEUTRAL] Yeah, same zip.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much. And you wanted to know about your benefits?
[CUSTOMER][POSITIVE] Correct. Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wondering if if I go to the doctor's office to have my prescription refilled.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, whatever their
[CUSTOMER][NEUTRAL] Theses are for that and whatever labs they're gonna have to do to, you know.
[CUSTOMER][NEUTRAL] Coincide with that medicine, um.
[CUSTOMER][NEUTRAL] What kind of coverage do I have for that?
[CUSTOMER][NEUTRAL] If any.
[AGENT][NEUTRAL] OK, alright, give me just a moment.
[AGENT][NEUTRAL] OK, and this is just a verification of benefits and not a guarantee of payment um as far as your prescription goes.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][POSITIVE] I want to make sure that I'm telling you the right thing here.
[AGENT][NEUTRAL] Alright, it looks like you have an outpatient prescription drug benefit um the only thing it will not cover.
[AGENT][NEUTRAL] Is therapeutic drugs or devices, experimental drugs or drugs, medicines or insulin uh used or administered uh while you're confined to a hospital, rest home, or extended care facility like a nursing home?
[AGENT][POSITIVE] Um, no contraceptive materials and no immunization agents, biological serra, blood or blood plasma. Um, so if it's just a regular prescription, you should be OK. Um, and that benefit amount, ready to go.
[AGENT][NEUTRAL] Is $10 per day.
[AGENT][NEUTRAL] With a maximum of 15 days per uh per calendar year.
[AGENT][NEUTRAL] And then uh what else were you wanting to know?
[CUSTOMER][NEUTRAL] OK, that's, that's for the drug though.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's for the drug though, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what about the, the office is it?
[AGENT][NEUTRAL] Let me see. I don't know if you have an office visit or not.
[AGENT][NEUTRAL] Um, it looks like you only have an outpatient benefit for a physician's office, not the, uh, visit, but, um, if you go into a physician's office due to an accident or an illness, um, it will help cover the treatment in a physician's office of up to $50 per day.
[AGENT][NEUTRAL] And then um you're wanting to know, you have some diagnostic testing benefits as well, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Medical imaging tests are up to $100 per day, and advanced study and follow-up tests are $25 per day. Um, and was there anything in uh.
[AGENT][NEUTRAL] Anything specifically that you needed besides those?
[CUSTOMER][NEUTRAL] Um, no, that's it, because, uh, I'm on blood pressure medication, so I wanted to find out what was covered when I go in and it looks like I don't have any coverage for the office visit.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just for the medication.
[AGENT][NEUTRAL] Right, because this is a yes, this is a hospital indemnity policy.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Right, OK, that's what I wanted to double check.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's it. Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Alright, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.