AccountId: 011433970860
ContactId: 57f6b040-d135-47bd-8d9e-08d58a8b5317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513630 ms
Total Talk Time (AGENT): 254277 ms
Total Talk Time (CUSTOMER): 184859 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/57f6b040-d135-47bd-8d9e-08d58a8b5317_20250417T14:21_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] Yes ma'am, I was calling um I have a procedure code, um, and I was trying to see if this code, I mean, was this covered under this code, the doctor's office gave it to me.
[AGENT][POSITIVE] I can certainly help you with that, and it would be my pleasure. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, hold on one second.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 597-084
[AGENT][POSITIVE] Thank you. And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling for [PII], my husband. He's sitting right here.
[AGENT][NEUTRAL] OK, good. I will need permission from him to speak with you regarding benefits.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] She needs the commission.
[CUSTOMER][NEUTRAL] Secretly
[CUSTOMER][NEUTRAL] Well you can just go here. I'm sitting here right next to him, how you doing?
[AGENT][NEUTRAL] Hi, Mr. [PII]. I'm doing well. How are you doing? I'm doing well. Do you give me permission to speak with your wife regarding benefits on your policy?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[CUSTOMER][NEUTRAL] Alright, alright.
[CUSTOMER][NEUTRAL] No, I don't give you no permission. I'm, I'm just playing.
[AGENT][POSITIVE] I love it.
[AGENT][POSITIVE] Oh, I love it. I see now that's the kind of person I am, so I just love that.
[AGENT][POSITIVE] Hey, we gotta have a little fun in life, right, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, he, he, he around here playing, but you know they be playing right, but they, they depend on us to do everything.
[AGENT][POSITIVE] You know that's right.
[AGENT][POSITIVE] But at least, hey, laughter is the best medicine, right?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah, I know, especially in this time.
[AGENT][NEUTRAL] Exactly. So I'll be happy to help you with those benefits and I do need to verify the information. Um, I just need the, Mr. [PII], I need your date of birth and current mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I hear you could depending on her now for that address too.
[AGENT][NEUTRAL] What is a good call back number?
[CUSTOMER][NEUTRAL] That don't mean she gonna get a raise.
[AGENT][NEUTRAL] But sometimes it takes a team to get it right, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now we do have a different number in our system. Is the um [PII] a good number as well?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Or do we need to update that number?
[CUSTOMER][NEUTRAL] What's the? What's the number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, that's an old number that's a old number, yeah.
[AGENT][NEUTRAL] Alright, well let's get that number updated. So you said [PII].
[CUSTOMER][NEUTRAL] That's my number. That's, that's, that's my wife's number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, tell me your number again.
[CUSTOMER][NEUTRAL] You can, you can call me on that number. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I got it. [PII]. And let me go ahead and check that email address. Let's make sure this is current as well. Can you verify?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Your email
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Um, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You, is it the [PII]?
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's the one, yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You need the whole email Mo at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh good, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, OK, so now that we've got that out of the way, so is this a procedure that will be performed in a doctor's office?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'm supposed to take a, uh, do a CT CT scan.
[CUSTOMER][NEUTRAL] CAT scan.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Elvis and edema.
[AGENT][NEUTRAL] OK, so I'm checking your benefits and actually we do have a website if y'all ever want to create a login and password and you can actually click on your policy number and view the benefits, but I'm not seeing diagnostic testing as a covered benefit on this plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So nothing under the 74176.
[AGENT][POSITIVE] That's correct actually I see you have an active online account.
[AGENT][NEUTRAL] On our portal
[CUSTOMER][NEUTRAL] Oh, I do. Oh OK. Oh, OK. I need to change it. Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it
[AGENT][NEUTRAL] If, if you need the username, it's [PII] is the username and the [PII] lower case.
[CUSTOMER][NEGATIVE] OK, so they're telling me I gotta, I gotta, so I gotta cancel this appointment. They're saying it's $4800.
[AGENT][NEUTRAL] Oh, good grief.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I gotta cancel this. So when
[CUSTOMER][NEUTRAL] I'm confused. So when was this, why, why isn't it covered?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is it cause it's not ready? I mean,
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] It's, it, this is a limited medical policy. It's not major medical.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so the major medical is is in um what, November when they start?
[AGENT][NEUTRAL] You would need to check he would need to check with his HR department.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I'm taking a little further.
[CUSTOMER][NEUTRAL] Alright, let me call him and cancel this appointment.
[AGENT][NEUTRAL] Let me, let me check one other thing for you. Hang on just a second. I'm checking your policy to see if there's any way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that it could be covered and you can do the same. You can check, um, click on the policy number.
[AGENT][NEUTRAL] To view benefits. So let me just check your policy certificate real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if my tooth fall out, can I get another tea?
[AGENT][NEUTRAL] Well, do you have a dental policy with us?
[CUSTOMER][NEUTRAL] Because I need to know this because I might pocket and go to the dentist. So if I, if I, if they don't cover my teeth, then I need to keep me some crazy.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No, you've, you don't have to worry about no crazy. I can't even say it. You don't have to worry about crazy glue cause you got a dental policy with us. Now.
[CUSTOMER][POSITIVE] Good, OK.
[AGENT][NEUTRAL] Um, let's see, and you have, the effective date on your dental policy was [PII].
[AGENT][NEUTRAL] So I, I do want you to be aware that there is a 12 month waiting period for major procedures on your dental policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if your tooth falls out, you hold on to that thing for 12 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just want.
[AGENT][NEUTRAL] So I'm looking on the schedule of benefits page on your policy certificate. You have inpatient hospitalization benefits, you have intensive care unit benefits, emergency room benefits, urgent care facility, you have a physician's office benefit.
[AGENT][NEUTRAL] And physical speech or occupational therapy benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So we gotta cancel that appointment no none of the other stuff, OK.
[AGENT][NEUTRAL] Not for the diagnostic testing.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK well let me yeah let me call, let me call um.
[CUSTOMER][NEUTRAL] [PII], what, what's the name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, it's been a pleasure to assist y'all. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Oh, thank you for calling APL and I hope you all have a wonderful day and happy [PII].
[CUSTOMER][NEUTRAL] You too. Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.