AccountId: 011433970860
ContactId: 719243a5-f3bb-4117-b1a4-be64b794e67f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227520 ms
Total Talk Time (AGENT): 98262 ms
Total Talk Time (CUSTOMER): 78950 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/719243a5-f3bb-4117-b1a4-be64b794e67f_20250623T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hi, oh, I'm sorry, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, ma'am. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm wonderful. I just have a question for you. I have a policy with you guys.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My wife needs to get a CT scan done at a hospital and it's considered an outpatient procedure. I just wanted to see if that was covered.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with your benefits. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. We'll now I need your policy number, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. My policy number, my policy number, is it, would it be the group ID or?
[AGENT][NEUTRAL] It's the outpatient certificate number?
[CUSTOMER][NEUTRAL] Oh, OK, here it is. It's the 026.
[CUSTOMER][NEUTRAL] 38179 ML 18 I'm sorry ML8 I apologize.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No problem, man. OK, I found you in our system. Please verify your mailing address and um your date of birth.
[CUSTOMER][NEUTRAL] It'll be [PII] and I guess it will be for my wife, which is [PII].
[AGENT][NEUTRAL] OK. And please verify your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And actually, um, you don't have an email address on file. Would you like for me to add that one?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and please repeat it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I got your email address added and could you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And yes, sir, that will be covered under the outpatient benefit and under your policy for outpatient benefits, we cover up to $1500 per day. And so what would happen is that they will do your primary insurance company first and the portion that goes towards the copay, the co-insurance, and the deductible will cover it up to $1500 for that day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so it'll cover the copayment up to 1500.
[AGENT][NEUTRAL] Yes, sir. The co-pay, the co-insurance, and the deductible, um, as long as your primary insurance company, um, does not deny the claim.
[CUSTOMER][NEUTRAL] Pay the rest
[AGENT][NEUTRAL] And yes, it's
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And as long as it's related to an illness or an injury as well, um, it can't be like for a screening.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] No, no, it's not great.
[AGENT][POSITIVE] OK. Then, yes, sir, it sounds like it will be covered.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.