AccountId: 011433970860
ContactId: 579e3e66-fec7-4cc4-8227-f7e64b769cdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201800 ms
Total Talk Time (AGENT): 58666 ms
Total Talk Time (CUSTOMER): 115390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/579e3e66-fec7-4cc4-8227-f7e64b769cdb_20250409T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good afternoon. I'm calling because, um, I have APLFA Insurance, and, uh, it just started last month. Um, now I book an MRI, um, in Holy Cross Hospital, and they told me to call you to verify because I received an estimated that for this MRI is the very highest price. It is over $1700 and they told me that.
[CUSTOMER][NEUTRAL] I have to verify with you that everything is active. Uh, so when they will try to pay this bill, uh, they will see the gap insurance CPR.
[AGENT][NEUTRAL] May I have your policy number and I'll pull up your policy.
[CUSTOMER][NEUTRAL] Yeah, um, the policy number is 0261.
[CUSTOMER][NEUTRAL] 0029.
[AGENT][NEUTRAL] May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] My number is [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] 1980.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So your plan is effective and for this, it will be outpatient, correct?
[CUSTOMER][NEUTRAL] I know, but uh this is the gap insurance.
[AGENT][POSITIVE] Correct. So.
[CUSTOMER][NEGATIVE] So should cover everything that is not covered by United Health. I cannot pay for an MRI $100.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct. So under your outpatient benefit, it will allow 5500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it will pick up your copay.
[CUSTOMER][NEUTRAL] So, it's covered. It's 5500 per year, it's covered.
[AGENT][NEUTRAL] Correct. It'll pick up your co-pays, your co-insurance, and or deductibles.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And it's covered because it's starting for the [PII], so will be [PII], so it's covered, so.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you very much for your help.
[CUSTOMER][NEUTRAL] No, for the moment, no. In case we will I will call you.
[CUSTOMER][NEUTRAL] And in a couple of days.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You as well thank you.