AccountId: 011433970860
ContactId: 8b3049ca-3df6-4195-b37b-7331871ffcaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192839 ms
Total Talk Time (AGENT): 89589 ms
Total Talk Time (CUSTOMER): 47810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8b3049ca-3df6-4195-b37b-7331871ffcaf_20250305T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling. My name is [PII], and I'm calling um just to ask a question about um co-pays. I don't remember if, um,
[CUSTOMER][NEUTRAL] My copay is covered under you guys or not?
[AGENT][POSITIVE] OK, [PII], I'm happy to look. Do you have your policy number? I can pull that up.
[CUSTOMER][NEUTRAL] Yes, it's 02455070.
[AGENT][POSITIVE] Alright, thank you so much let me.
[AGENT][NEUTRAL] Pull this up here, one moment.
[AGENT][NEUTRAL] OK. And then [PII] for security, I will need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And then the email address we have on file is [PII]. Is that still a good email for you guys?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me pull this up and see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so looks like your plan does cover an office visit. So, um, we're gonna pick up any of the deductible, co-pay or co-insurance, your primary doesn't. So your outpatient benefit max for the year is $3000. So if you have any sort of upcoming office visits, generally, I recommend that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The best thing to do is just provide them your primary and then let them know that we're the secondary and then they can bill us um accordingly after the primary if they'll do that for you.
[CUSTOMER][NEUTRAL] OK. And the um co-pay, does that include the urgent care, ER visits?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] It does include, yes, treatment in an urgent care facility, treatment in an emergency room. That's all under your outpatient benefits. Uh-huh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, that's what I thought. Perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. You're welcome. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye bye.