AccountId: 011433970860
ContactId: 571a29d3-3fa6-4253-8bc2-d7ec0757da89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109900 ms
Total Talk Time (AGENT): 35592 ms
Total Talk Time (CUSTOMER): 64370 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/571a29d3-3fa6-4253-8bc2-d7ec0757da89_20250226T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? My name is [PII]. I have a question for you. Um, this happened in July. I had, um, I guess something must have went in my eye and I went to an eye doctor, which I gave them in my United Healthcare and your card. But
[CUSTOMER][NEGATIVE] I don't know what happened, but somehow they don't have your card on file. And I don't understand why United Healthcare didn't cover it either. But if I have the bill for $130
[CUSTOMER][NEGATIVE] Don't you guys cover me if my insurance doesn't pay?
[CUSTOMER][NEUTRAL] For something like a medical doctor visit cause I had something in my eye.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, unfortunately, no, even if it's a, well, I can pull up your policy, but even if you have Medlink, if your primary provider doesn't provide benefits, we can't because we're second, so we, we have to go behind them. So if they don't apply, we can't apply.
[CUSTOMER][NEGATIVE] Right, well, that's what I don't even understand why they didn't pay them.
[AGENT][NEUTRAL] And then also we
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] APL does not provide vision insurance, so your Medlink card, um, I mean, you could present it to them, but we don't provide vision insurance, that would be just your your major medical.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, so in other words.
[CUSTOMER][POSITIVE] Even though it was a medi it was something was in my eye, it's considered medical. All right, let me give United Healthcare a call. I'm curious about this. All right, thanks so much. I appreciate your time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome. Well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you