AccountId: 011433970860
ContactId: 722f3a14-c309-4139-ba03-dc22fc475497
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246600 ms
Total Talk Time (AGENT): 62015 ms
Total Talk Time (CUSTOMER): 130716 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/722f3a14-c309-4139-ba03-dc22fc475497_20250616T21:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to, um, I was, I have a gap insurance with you guys and it's my first time ever having to use it, um, but I, before I wanted to start my claim, I needed to know if uh my visit is covered by you guys, so I wanted to see if it was covered. So I went to the ER I'm sorry.
[AGENT][NEUTRAL] OK. Do you
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Of course. Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][POSITIVE] Um, yes, give me one second. I cannot talk right now. This is important.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, um, it is my pay right or, oh, my policy number, here it is. OK. Alright. I've got 0254.
[CUSTOMER][NEUTRAL] 2890
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Can I verify your address and email address?
[CUSTOMER][NEUTRAL] Yeah, [PII] is the zip code. It's [PII] is my email address.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you want to know about the policy when it covers or if it will cover the visit?
[CUSTOMER][NEUTRAL] Yeah, basically. Yeah, so I went to the ER with chest pains, and they did a whole bunch of tests on me, and then I just got the bill and it's crazy.
[CUSTOMER][NEUTRAL] So I was just making sure an ER visit for chest pains.
[CUSTOMER][NEUTRAL] Was covered.
[AGENT][NEUTRAL] Yes, ma'am. It is covered.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, great. Great. So, um, I know that I have to call and my first step is to call the hospital and get my diagnostic codes. Is that correct?
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. You will need an itemized bill.
[CUSTOMER][NEUTRAL] Itemized bill, OK.
[AGENT][NEUTRAL] With procedure codes?
[AGENT][NEUTRAL] Diagnosis codes.
[CUSTOMER][NEUTRAL] With procedure.
[CUSTOMER][NEUTRAL] Hold on, hold on, procedure, diagnostic codes. OK.
[AGENT][NEUTRAL] And charges.
[CUSTOMER][NEUTRAL] God.
[CUSTOMER][NEUTRAL] And charges, OK.
[AGENT][NEUTRAL] And we need an explanation of benefits from your primary insurance.
[CUSTOMER][POSITIVE] Yeah of benefits from
[AGENT][NEUTRAL] So we'll know what was supplied to your deductible co-pay or co-insurance.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] OK great and then after I have that um I can call you guys back. I can send that in correct? After I get all that stuff, how do I, I can upload the documents, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][POSITIVE] OK great thank you so very much if I have any trouble I'll call you guys back.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you were great. Thank you so very much. You have a wonderful day.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] You as well take care.
[AGENT][POSITIVE] Thank you. Bye-bye