AccountId: 011433970860
ContactId: 60d7f8ad-c39b-40cc-87c0-77d78fe78355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151250 ms
Total Talk Time (AGENT): 58825 ms
Total Talk Time (CUSTOMER): 59429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/60d7f8ad-c39b-40cc-87c0-77d78fe78355_20250623T12:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, my name is [PII], and um.
[CUSTOMER][NEUTRAL] I have a question regarding um a service that I need.
[CUSTOMER][NEUTRAL] Um, I am.
[CUSTOMER][NEUTRAL] I may need an MRI, but I haven't met my deductible with my primary insurance, so I was wondering if that was something that is covered under this policy.
[AGENT][POSITIVE] I'm sure, OK, I can assist you with your benefits. And first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] Policy number 02496149.
[AGENT][NEUTRAL] And please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you. Now, please verify um your mailing address and your email address.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] Email address I don't know which one you have on file. It's either [PII] or [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the one we have on file.
[AGENT][NEUTRAL] But that, you know.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And for the MRI? Yes, ma'am. I'm showing that that's covered um under the outpatient benefit on your policy. And for outpatient services, we cover up to 2500 per calendar year and that's for the co-pay, the co-insurance, and the deductible after your primary insurance processes the claim. And um the service also has to be related to an illness or an injury. It can't be for a screening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that was all. Thank you for your assistance this morning. You have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.