AccountId: 011433970860
ContactId: 7cf9a2c0-042d-4dee-8e9f-c4ac33b7819c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143389 ms
Total Talk Time (AGENT): 74450 ms
Total Talk Time (CUSTOMER): 60021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/7cf9a2c0-042d-4dee-8e9f-c4ac33b7819c_20250310T13:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I wanted to know um some of the opportunities that I have with my plan. Um, I'm currently working with my primary care physician, and we're trying to see uh if you all cover any of the weight loss injectables.
[AGENT][NEUTRAL] OK, go ahead and give me your name and your policy number.
[CUSTOMER][NEUTRAL] Um, so I'm actually driving. Am I able to provide you with something else like my social or something along those lines?
[AGENT][NEUTRAL] Sure, that's fine. Go ahead and give me your name and your social.
[CUSTOMER][NEUTRAL] OK, my first name, my full name is [PII], and then my social is [PII].
[AGENT][NEUTRAL] All right, [PII], thank you for that. Now, while I am keying your name in, go ahead and give me a good telephone return call number.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you for that. Now, hold on just a moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I think I see your plan. Let me get it pulled up. Uh, [PII], go ahead and verify your date of birth and your address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Address is [PII].
[AGENT][NEUTRAL] Well, [PII], thank you for all of that information. OK, now I do see you do have a medical supplemental plan here at APL. Your effective date [PII]. You are still current and active, but I must advise that verification of coverage is not a guarantee of payment on a claim, but you're checking to see if you have a weight loss.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, injectable coverages, yes.
[AGENT][NEUTRAL] Benefits
[AGENT][NEGATIVE] Yes, ma'am. No, ma'am, um, nothing routine here is covered no matter what, but no, ma'am, that is not gonna be a covered benefit under your medical supplemental plan here at all.
[CUSTOMER][POSITIVE] OK, understood, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. And is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, well, you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.