AccountId: 011433970860
ContactId: 84f64883-0fd5-4210-8b0f-029c3b9523db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161399 ms
Total Talk Time (AGENT): 69975 ms
Total Talk Time (CUSTOMER): 86579 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/84f64883-0fd5-4210-8b0f-029c3b9523db_20250404T19:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was just calling because um.
[CUSTOMER][NEUTRAL] Yes, I had a, just a generic question. Um, I have UnitedHealthcare and I have the gap insurance um with you guys. And I was just wondering with, if by chance for a specialist, I see that I had an amount due and I'm not sure if the gap would cover the difference.
[AGENT][NEUTRAL] OK, I'd have to take a look at your policy and see if it covers. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Of what
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Certainly. It's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And a good call back number for you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Callback number. I'll give you my cell phone. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the, uh, do you have your policy number with us?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] I guess so would it be my group, my group number or there's uh in hospitals certain number outpatient. OK, I got you. It's 104608.
[AGENT][NEUTRAL] Uh, it's going to be your outpatient certificate number.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] M as in Mary, L as in love, number 5.
[AGENT][NEUTRAL] OK, thank you for that and [PII], if you could verify your date of birth.
[CUSTOMER][NEUTRAL] Certainly it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your account and let me see, so you said you have some expenses for physician office visits and you wanna see if your policy will cover it?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Yeah, there's a a balance due after my, my primary covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so it looks like the policy you have with us would not cover any services, uh, rendered in the doctor's office, uh, unless it's like an urgent care visit, maybe like an hour, they have like an after hours urgent care type of service, but, uh, your policy only covers outpatient and inpatient services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] So outpatient and inpatient. I see. OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well that makes sense that
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, thank you so much. I appreciate you checking it into it.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful weekend and thank you for calling APO.
[CUSTOMER][POSITIVE] OK you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.