AccountId: 011433970860
ContactId: 6d322e52-54e6-4bf1-8427-a4ced3984442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325850 ms
Total Talk Time (AGENT): 88102 ms
Total Talk Time (CUSTOMER): 75863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/6d322e52-54e6-4bf1-8427-a4ced3984442_20250211T18:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] Appointment at my doctor's office for uh.
[CUSTOMER][NEUTRAL] For echo,
[CUSTOMER][NEUTRAL] And they wanna know if my insurance is gonna cover that or do I have to pay out of pocket?
[AGENT][NEUTRAL] OK, uh, Mr. [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on, let me look it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 79
[CUSTOMER][NEUTRAL] 860
[AGENT][POSITIVE] OK, thank you. And give me one moment.
[AGENT][NEUTRAL] Do you have a callback number, uh callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] 910.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 853 1
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And, and you said my
[AGENT][NEUTRAL] Mailing address and email address, please.
[CUSTOMER][NEUTRAL] OK, my mailing mailing mailing address, I mean, address is [PII].
[AGENT][NEUTRAL] OK, and email address?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK, and you say you're having an echo perform and the providers want to know if it's cover or you're wanting to know if it's covered?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see yeah.
[AGENT][NEUTRAL] I think you have a diagnostic benefit on the plan, so they can submit the claim uh for review.
[AGENT][NEUTRAL] But you do have diagnostic benefits under the policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So they can call our office and we can verify that you do have diagnostic benefits.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Uh, is there anything else? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] They, they gave me a CPT number. Do, do you need that or?
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][POSITIVE] Well, I'm good.
[AGENT][NEUTRAL] Alright, you're good. Like I said, just give them our, uh, give me your policy number, phone number and that way they can call and verify benefits. As I said, I do show that you have a diagnostic benefit under the plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So they can call and verify.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] OK, uh, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh, hello, hello, what?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, do, do you know how much the insurance is gonna cover that?
[AGENT][NEUTRAL] I won't know until after the claim has been received and processed.
[CUSTOMER][NEUTRAL] Oh, OK. All right.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.