AccountId: 011433970860
ContactId: 8afba477-1fa1-45ab-919d-d0d736ee1427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346529 ms
Total Talk Time (AGENT): 81680 ms
Total Talk Time (CUSTOMER): 151634 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8afba477-1fa1-45ab-919d-d0d736ee1427_20250602T15:15_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, yes. Hi, [PII]. Um, I'm one of your, I guess, one of your members, and I went to my doctor last week. Uh, we scheduled a colonoscopy and an endoscopy.
[CUSTOMER][NEUTRAL] And I believe I left my card there, but now they called to verify tomorrow's appointment, and it looks like they never called APL because you're my secondary or my gap, I guess. So I guess my first question is, can I go online to get a copy of my card and then how do I check to see what is uh.
[CUSTOMER][NEUTRAL] The part I am supposed to pay for the endoscopy will be covered by APL.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'd be happy to assist with your benefits today. Um, let's see, since you don't have the policy number, may I have your social please?
[CUSTOMER][NEUTRAL] You know, I, I have, but I'll give you my social is [PII].
[AGENT][NEUTRAL] So you do have, you, you do have the policy number. I'm sorry.
[CUSTOMER][NEUTRAL] Well, what I have is, cause I, I wrote it down cause um here I have like, um, I have a long number that's, I have a, OK, I have a pay ID, a group number, and I have a number that's 02595.
[CUSTOMER][NEUTRAL] 725 ML 8.
[AGENT][NEUTRAL] OK, that's the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's your full name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], if you can, [PII], if you can verify your email address.
[CUSTOMER][NEUTRAL] Sure. I have um my email address, I guess it'll be my personal one. So it's [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so that is not the um email address that we have.
[CUSTOMER][NEUTRAL] Maybe you have the one from work, [PII].
[AGENT][POSITIVE] That's what we have, yes, yes.
[CUSTOMER][NEUTRAL] Yeah, that's my work email.
[AGENT][NEUTRAL] OK, please be advised of verification of coverage is not a guarantee of payment. So I do show for the outpatient, the calendar year maximum um is $2500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you would just need to give the um provider.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, our number along with your policy number so they can call to verify your gap benefits.
[CUSTOMER][NEUTRAL] So, and I give him this long policy number, right?
[AGENT][NEUTRAL] Yes, the one that you.
[AGENT][NEUTRAL] So um repeat it to me with the ML 8 at the end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so 02595725 ML 8.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And my maximum a year is 2500.
[AGENT][POSITIVE] For outpatient, that's correct.
[CUSTOMER][NEUTRAL] For outpatient. OK. So, yeah, it should be covered then. Um, OK, let me call them and have them call your office then.
[AGENT][NEUTRAL] Alright, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh no, that is it and how do I get a copy of a card, like, just to keep it on me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment, let me request that for you.
[AGENT][NEUTRAL] And can you verify your mailing address?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Alright, I'll put in that request. You should receive that card within the next 7 to 10 business days.
[CUSTOMER][POSITIVE] OK. Thank you so very much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.