AccountId: 011433970860
ContactId: 865b9add-a7c2-4ed0-a5ad-3a0283f078d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434010 ms
Total Talk Time (AGENT): 143688 ms
Total Talk Time (CUSTOMER): 70035 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/865b9add-a7c2-4ed0-a5ad-3a0283f078d6_20250522T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, first of all, I don't have a voice. I'm sorry, but I'm calling about a claim because I got this bill and it says it didn't cover any of my blood work.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is that my account number? No, right? Hang on.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, my last name is [PII]. My social is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your account.
[AGENT][NEGATIVE] OK, sorry, system's running just a bit slow.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just in case we're disconnected, um, Miss [PII], could you please provide a telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What date of service was that for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that was for yourself, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, let's see
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, did you file that under your accident policy?
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Have a claim for that date of service. Let me check your.
[CUSTOMER][NEUTRAL] This is for laboratory work.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you receive a claim from us or?
[AGENT][NEUTRAL] Like a uh explanation of benefits.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Because I don't have a claim on.
[CUSTOMER][NEUTRAL] This well the letter in front of me.
[AGENT][NEUTRAL] Uh, the letters, who is it from?
[CUSTOMER][NEUTRAL] It's from 90 degree benefits.
[AGENT][NEUTRAL] Oh, OK. Um, we're APL and we do your accident policy and then you have a hospital indemnity policy.
[AGENT][NEUTRAL] Um, so I don't have any claims on file.
[AGENT][NEUTRAL] I can 90 degree benefits they have.
[CUSTOMER][NEUTRAL] Well, I called the number I called, they put me to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I don't show, I don't show.
[CUSTOMER][NEUTRAL] I think there's been a mistake. Somebody put it as an accident.
[CUSTOMER][NEUTRAL] That it's not, it's blood work, it's laboratory work, so.
[AGENT][NEUTRAL] OK, let me see if your other policy.
[CUSTOMER][NEUTRAL] I don't know who I need to talk to.
[AGENT][NEUTRAL] So, for for us through APL you have an accident policy. So anything related to like accidents like if you broke a bone or um something like that, suffered an accident, we, there's a policy for that. And then you have a hospital indemnity policy. Let me pull that one up and see if labs are covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But I don't, I don't, we don't have a claim on file, so I don't show anything on file for
[AGENT][NEUTRAL] Any lab work, um.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, so under your hospital indemnity, and it wasn't due to an accident, correct? The need for lab work?
[CUSTOMER][NEUTRAL] Yeah. Yeah, I didn't have no accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK, so under your hospital indemnity plan, um, and this is not a guarantee of payment, it's a basic outline of the policy.
[AGENT][NEUTRAL] Um, it looks like.
[AGENT][NEUTRAL] This is a very limited plan. It'll pay like if you're admitted to the hospital, $1000 per day, one day a year.
[AGENT][NEUTRAL] Um, it does pay for surgery, pays $500. It does not have a lab benefit, so it just pays for like diagnostic testing if you had like an MRI or CAT scan or conoscopy.
[AGENT][NEGATIVE] Um, but it doesn't provide a lab benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right then thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, Miss [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.