AccountId: 011433970860
ContactId: 87b344e0-c321-4094-81d3-471c0e9814d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139470 ms
Total Talk Time (AGENT): 45894 ms
Total Talk Time (CUSTOMER): 73563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/87b344e0-c321-4094-81d3-471c0e9814d5_20250424T17:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm getting an MRI on Monday and I wanted to know cause my, my, um, my insurance is having me have a co-payment of $400 and I wanted to know if you guys do or if you guys will, you know, uh, help cover the co-payment of the MRI.
[AGENT][POSITIVE] I'd be happy to assist with your, with your benefits. May I have your first and last name, please?
[CUSTOMER][NEUTRAL] I have my information.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And Ms. [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] And the outpatient benefits certification number is 02597465M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] And what is your date of birth and mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] And my billing address is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is active, and I do show for outpatient your per day maximum is $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Will I be able to use this to cover my co-payment?
[AGENT][NEUTRAL] Right, when you present your card, your major medical card, you'll also present this card to let them know that you have the gap insurance. That way they'll know that to um bill us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Mm, that's it. Thank you so much. I appreciate it. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day. You too.