AccountId: 011433970860
ContactId: 56dc2e16-8894-425a-a196-285faa56011d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167639 ms
Total Talk Time (AGENT): 73453 ms
Total Talk Time (CUSTOMER): 74043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/56dc2e16-8894-425a-a196-285faa56011d_20250509T18:16_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, yeah, I'm calling because I'm in the doctor's office and I was trying to use the insurance and they said that uh um this insurance is only covering the ultrasound.
[AGENT][NEUTRAL] OK, let's take a
[CUSTOMER][NEUTRAL] So I just wanted to double check.
[AGENT][NEUTRAL] Yes, of course, I can look up your policy. What is your policy number, please?
[CUSTOMER][NEUTRAL] The coverage
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] What information do you need?
[AGENT][NEUTRAL] Um, I just need your policy number, please.
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me, could it be the payer ID?
[AGENT][NEUTRAL] No, it might begin with a 01 or 02.
[CUSTOMER][NEUTRAL] 002584394.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Thank you. Um, if I could just have a, uh, if I could just verify your name, a date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[CUSTOMER][NEUTRAL] And the offer number is [PII].
[AGENT][POSITIVE] I do appreciate that. Thank you.
[AGENT][NEUTRAL] Um, so you are in an office right now to, uh, to have a, uh, an ultrasound, is that correct?
[CUSTOMER][NEUTRAL] Well, I'm not doing an ultrasound, uh, but they told me that I have a copy here in the office. So, uh, I was with the impression that uh everything was covered by the, the car insurance, so I just wanted to double check that.
[AGENT][NEUTRAL] Yes, of course. Um, OK, well, the policy will cover, uh, inpatient and outpatient hospital settings.
[AGENT][NEUTRAL] As well as lab, uh, if you need a lab work done. Um, now, it doesn't cover anything in a physician's office. So it, it only covers, uh, treatments in a hospital setting.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So if you, if you are in uh an outpatient hospital, uh, if it's the ER urgent care, um, or an in-hospital stay, that is what the policy does.
[AGENT][NEUTRAL] But if we're talking about your, your normal physician's office, uh, that is not covered on this policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the, the physician office just for the regular checkup is not covered.
[AGENT][NEGATIVE] No, no, it's not.
[CUSTOMER][NEUTRAL] OK, perfect, yeah, uh, that's what I want, I wanted to double check.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, nothing else. Thank you very much for your help.
[AGENT][POSITIVE] Thanks for contacting you too have a good.