AccountId: 011433970860
ContactId: 833223bd-a5ac-4800-b703-f589c8b5ce88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229300 ms
Total Talk Time (AGENT): 58221 ms
Total Talk Time (CUSTOMER): 132601 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/833223bd-a5ac-4800-b703-f589c8b5ce88_20250509T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Good morning, [PII]. My name is [PII]. Um, I am an agent of record for a group that has an uh meddling plan with you all, uh, Gap Insurance. And I had a question regarding, um, speech therapy. They're, um, they're a GHT and AIGHT group, so they have, um, up to 35 sessions per year at an $80 co-pay for um speech therapy.
[CUSTOMER][NEUTRAL] And I'm wondering if that is a covered um service for um with APL.
[AGENT][NEUTRAL] [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do. It's 245-572-8.
[AGENT][NEUTRAL] OK, that was 245-572-8. 1 moment.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Verify the patient's name or the member's name and date of birth.
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK. And let me just re-verify that policy number I was given. It was 2455728.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see 245-5728 correct.
[AGENT][NEUTRAL] OK. And the member's name again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that date of birth was [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. I do not show that member on this policy.
[CUSTOMER][NEUTRAL] Um, one second, do I have the wrong number?
[CUSTOMER][NEUTRAL] 245 hold on let me look at it in the system that's what I see here, but I mean maybe I'm wrong, one moment.
[CUSTOMER][NEGATIVE] Sorry, come on, come on, come on, come on.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Would you prefer the member's um individual policy number or the group number?
[AGENT][NEUTRAL] I need the member's um policy number for jihad.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEGATIVE] One second. APL system is a little slow. Come on.
[CUSTOMER][NEUTRAL] [PII] here she is.
[CUSTOMER][NEUTRAL] And it is 2, yeah 245-572-9, is that what I said?
[AGENT][NEUTRAL] No, it is 728, so it's 729. OK.
[CUSTOMER][NEUTRAL] 7245. 0, I put a 28, sorry, sorry about that.
[AGENT][NEUTRAL] No problem, one moment, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 28 is [PII] I got those inverted.
[AGENT][NEUTRAL] OK. Thank you so much for your patience. So you want to know if speech therapy is covered. Uh, no, speech therapy is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so speech is not. All right. Physical therapy, I know is, so it's just speech is not. OK.
[AGENT][NEUTRAL] Um, speech and occupational therapy is also not covered.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][POSITIVE] OK. So speech and OT not covered. OK, good to know cause I have several clients who, who are doing that. OK. Perfect. Thank you very much, [PII], for your help. I appreciate it.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you so much for calling APL. Have a great day. Thank you.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye.