AccountId: 011433970860
ContactId: 7be02a9b-22dc-4be1-8029-ba4c6faf7d5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204399 ms
Total Talk Time (AGENT): 65199 ms
Total Talk Time (CUSTOMER): 61044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7be02a9b-22dc-4be1-8029-ba4c6faf7d5f_20250604T14:40_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see what are my benefits for, I'm having a transvaginal ultrasound next week and I wanted to see what was the coverage.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] Um, can I give you my, um, outpatient benefits?
[AGENT][NEUTRAL] Yes, ma'am, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Oh, again more in.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I do mind that [PII].
[AGENT][NEUTRAL] And, and I'll take that policy number, please.
[CUSTOMER][NEUTRAL] It's 02538048 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you were needing benefits for ultrasound.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And you were needing benefits for ultrasound that you were having.
[CUSTOMER][NEUTRAL] Yeah, it's a like vaginal ultrasound that I'll be having at the gynecologist's office.
[AGENT][POSITIVE] OK, I can give you those benefits one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Your effective date was [PII]. Any benefits given over the phone is not a guarantee of payment.
[AGENT][NEUTRAL] Now this policy does coordinate with your primary insurance. What they apply to your deductible copay or co-insurance, we'll pay up to $250 per calendar day.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.