AccountId: 011433970860
ContactId: 6a1000e1-d014-4048-9b7d-219d3344976f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279470 ms
Total Talk Time (AGENT): 112071 ms
Total Talk Time (CUSTOMER): 110382 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6a1000e1-d014-4048-9b7d-219d3344976f_20250602T12:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII]. I would like to get the, um, I guess the ID number or the policy number for, for myself.
[CUSTOMER][NEUTRAL] I'm on a provider and they're asking me for it.
[AGENT][NEUTRAL] OK. Yes, sir. Well, first, um, could I get your name again and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And let's see. I can look your policy up by your social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your email address.
[CUSTOMER][NEUTRAL] I believe it's um I don't know which one I have there it's the same one that I have there.
[AGENT][NEUTRAL] This is a [PII].
[CUSTOMER][NEUTRAL] [PII], actually it's [PII].
[AGENT][NEUTRAL] OK. Yes, sir. And your policy number is?
[AGENT][NEUTRAL] 025, um, it's 025380008.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. 025380008. Hey, hey, what is the coverage of the things I'm, I'm getting, I'm getting some, uh, like, uh, MRI a couple of stuff done that does that, is that, does that cover this or not?
[AGENT][NEUTRAL] Yes, so.
[AGENT][NEUTRAL] OK, let's see. One moment.
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on your policy was [PII]. The policy is still active and you're having this done at an outpatient facility?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Or a doctor's office.
[CUSTOMER][NEUTRAL] Yeah, it's called South, no, no, no, no, those guys are too expensive. South Florida diagnostic imaging.
[AGENT][NEUTRAL] OK. Yes, sir. That sounds like something that is covered under your policy and we cover up to $500 per occurrence. And every occurrence is every 90 days, we'll cover up to $500 for the co-pay, the co-insurance, and the deductible, um, after your primary insurance processes the claim.
[CUSTOMER][NEUTRAL] So up to 500, so because I have like another one like uh OK.
[CUSTOMER][NEUTRAL] So I believe this may be like about $300 but I have 2 more to do. Would that be considered like the, the same or no?
[CUSTOMER][NEUTRAL] Or do I have to wait 90 days to get it done?
[AGENT][NEUTRAL] Um, if this
[AGENT][NEUTRAL] Um, if it's related to the same, um, condition, illness or injury, then yes, sir. Within that 90 days, then yes.
[AGENT][NEUTRAL] It's, um, that's $500 for that one occurrence.
[CUSTOMER][NEUTRAL] OK, because I'm concerned that, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, if I do it at Baptist.
[CUSTOMER][NEUTRAL] Baptist, I know Baptists typically is more expensive with them through them.
[CUSTOMER][POSITIVE] You know, because I have like a stress test and something for my heart and stuff like that, so.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK. And um do you know how much your primary insurance covers? Cause they'll cover a portion and like I said, we'll cover up to $500 for what's left over.
[AGENT][NEUTRAL] That goes towards the copay, yeah.
[CUSTOMER][POSITIVE] I understand. I tell you what, no, no, I'll have him do this and then I'll, I'll call back at another time when I'm ready for my next one, OK? Thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That would be all thank you so much.
[AGENT][NEUTRAL] OK, I thank you, [PII] for calling APL.
[CUSTOMER][NEUTRAL] So let me just double confirm.
[CUSTOMER][NEUTRAL] Alright, let me double confirm it's gonna be 02538008, right?
[AGENT][NEUTRAL] Yeah, 253-800-008. Yes, sir.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] OK. I thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right