AccountId: 011433970860
ContactId: 852b33bd-a450-4e86-9d90-f2cfcacad8be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 920119 ms
Total Talk Time (AGENT): 117706 ms
Total Talk Time (CUSTOMER): 102614 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/852b33bd-a450-4e86-9d90-f2cfcacad8be_20250519T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if a certain CT code is covered uh under our plan.
[AGENT][NEUTRAL] OK, I can check and see if it's a cover service. Um, may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] So I don't have any of that information we just switched over, um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Through through our through my husband's company we haven't received cards or anything yet but I just spoke with um benefits in a card and they did say that we're active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the name of the main holder?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is the address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the name of the employer?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, superior skilled trades.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see if I can find the good. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I have the group pulled up. I'm just searching for his name, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I found it. Um, let me have your date of birth.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the procedure code will be for my daughter [PII].
[AGENT][NEUTRAL] OK. And what is the procedure, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, yes, let me get to it. It is 787-08.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] It's a nuclear med scan.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bear with me, let me go ahead and get some information about that code. Do you mind holding for me?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK. Thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII].
[AGENT][NEUTRAL] OK, um, we're we're trying to determine if it's a cover service. It it it's not listed on the policy certificate, but, um, sometimes, um, they can check and see, make sure, because, yeah, it is not listed. So I went ahead and send a message over to uh the claims department and see if it's something that we will consider or not. I'm just waiting for an answer, so it's taking a little bit longer, but I'm trying to get the answer for you, OK? One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so, um, I did receive an answer back and um they was letting me know that that it's not gonna be a cover service.
[CUSTOMER][NEUTRAL] OK, all right, um, is there any way I can get the benefit breakdown or anything like that emailed to me just for future reference?
[AGENT][NEUTRAL] Um, I can.
[CUSTOMER][NEUTRAL] Like you know just certain percentage coverages or anything like that?
[AGENT][NEUTRAL] Let me see. I can send it to the email on file. Is that OK?
[CUSTOMER][NEUTRAL] You're here.
[CUSTOMER][NEUTRAL] Yeah, look
[CUSTOMER][POSITIVE] Yeah, that works yeah.
[AGENT][NEUTRAL] OK. I'll go ahead and send a copy of the certificate to the email on file. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss.
[CUSTOMER][NEUTRAL] You too bye bye.