AccountId: 011433970860
ContactId: 5594d66e-5c2c-42d4-a517-af3b5a95847d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248690 ms
Total Talk Time (AGENT): 115388 ms
Total Talk Time (CUSTOMER): 101553 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5594d66e-5c2c-42d4-a517-af3b5a95847d_20250115T16:58_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] Hey, I'm doing wonderful, Miss [PII]. How about yourself?
[CUSTOMER][NEUTRAL] I'm good. I, in my doctor's office and we're trying to get um some prescriptions authorized, but it's not going through on Cigna and so I'm trying to find out if this is something that, um, this coverage that I have can pick up and pay for it.
[AGENT][NEUTRAL] OK, I can take a look at that for you.
[AGENT][NEUTRAL] Do you have your policy number handy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, for, for your coverage?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that OK? I have, um, I have a group number, um, a in hospital benefits cert number, outpatient benefit cert number.
[AGENT][NEUTRAL] It'll be that certain number, um, either one, they should be the same before the letters, um, so either one of those inpatient or outpatient ones.
[CUSTOMER][NEUTRAL] Oh yeah, OK, oh, it's the last letters numbers different, so 02570870.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Alright, and let me pull that up for you real.
[CUSTOMER][NEUTRAL] Um, 77, I'm sorry, that's not all the numbers hold on 70 ML 8.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Would you be able to verify for me, could you please your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and.
[AGENT][NEUTRAL] I'm sorry, do you just need to verify a couple of pieces of information if you don't mind verifying for me your.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you. And
[AGENT][NEUTRAL] Just the phone number and email on file or actually I'm sorry, just the email on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, and I am looking at those benefits for you right now.
[AGENT][NEUTRAL] I am not showing that we pick up on any prescription medication for your plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] So what is, what does this actually cover?
[AGENT][NEUTRAL] Yeah, so it's designed to help cover the amount left behind from your major medical in the case of like an injury, accident, or sickness, um, and it's gonna be like charges that could apply to your co-pay, your co-insurance, or your deductible.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So it's kind of like a gap coverage.
[CUSTOMER][NEUTRAL] OK. Um, and so, at what point do I present this like at, uh, like a doctor's appointment or in a hospital or it's, it's all.
[AGENT][NEUTRAL] Yeah, so you can use it both in the hospital and um outside. So if you're in an urgent care or you need to go to like someplace and get some image work done or a doctor's office.
[CUSTOMER][NEUTRAL] Right, yeah, cause he just ordered an image of my thyroid, so I would give that to them.
[AGENT][POSITIVE] Yeah, I, yeah, when you go, I would absolutely hand it in and have them and see if you know what I mean like I can't guarantee like certain benefits are payable. It's all about how your major medical pays and what comes through on that claim form, but I'd certainly give it to everybody, um, like [PII] and see if you can get some benefits payable back to yourself.
[CUSTOMER][NEUTRAL] This group number? OK.
[CUSTOMER][NEUTRAL] OK, uh, OK, that's what I'm here. I don't know. I think they cover. I don't know.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK um OK well you've answered my questions, thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure, Ms. [PII]. Thank you so much for calling us here at APL and I hope you have a wonderful day and I wish you the best of luck.
[CUSTOMER][POSITIVE] Thank you. You too. Goodbye.
[AGENT][POSITIVE] My pleasure bye bye.