AccountId: 011433970860
ContactId: 90a6454d-94f4-4f56-a27a-de0501fbb88e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204889 ms
Total Talk Time (AGENT): 78955 ms
Total Talk Time (CUSTOMER): 103652 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/90a6454d-94f4-4f56-a27a-de0501fbb88e_20250625T15:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Uh, yes, good morning. I was wondering if you could tell me, um, on my, um, insurance program that I have, how much coverage I have left on it.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] OK. And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's um 254-496-0 because I'm online but I'm like, where does it show?
[AGENT][NEUTRAL] Let's see, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Um, [PII] and mailing address is [PII], and my email address is [PII].
[AGENT][POSITIVE] OK, thank you so much and happy belated birthday.
[CUSTOMER][NEUTRAL] here
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] elimination
[AGENT][NEUTRAL] See, and you said you're wanting to verify if you have any benefits left under the plan?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, because I think that there's two different types. I think it's like outpatient and inpatient. I'm not sure.
[AGENT][POSITIVE] You're correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was trying to find it and I can't find it. Oh, OK.
[AGENT][NEUTRAL] And let me see if we remain it one moment.
[CUSTOMER][NEUTRAL] for you
[AGENT][NEUTRAL] OK, for your inpatient, I show you have 2, I'm sorry, $500 remaining, and for outpatient, I don't show you've used any for this year.
[CUSTOMER][NEUTRAL] with
[CUSTOMER][NEUTRAL] And how much is that um what how much is that benefit?
[AGENT][NEUTRAL] For an outpatient is 1250.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 26 and so does that pay, uh, oh, I'm trying to figure this out. Um, would that pay for let's say I have a test that's done at the hospital.
[CUSTOMER][NEUTRAL] As an outpatient, is that what would that would cover that?
[AGENT][NEUTRAL] Uh, what type of test because it has, uh, like lab diagnostic, um.
[CUSTOMER][NEUTRAL] Yeah, it is a it is a diagnostic test. I could tell you that.
[AGENT][NEUTRAL] Uh, yes, ma'am. Then I, uh, I can go under your outpatient benefit.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I was just wondering if, yeah, if it would be covered under that.
[CUSTOMER][NEUTRAL] Cause I'm not gonna be in the hospital. I'm just having it done at the hospital because it's the only place that'll do this type of procedure.
[AGENT][NEUTRAL] OK. Yes, ma'am, as long as it's not inpatient, inpatient being if you're confined 18 hours or more. So it sounds like outpatient, it will go under your outpatient benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, OK, yeah, yeah, it's a 4 hour test. OK, then that's what I needed to know.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll be all. I appreciate your help and um you have a wonderful afternoon.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, you too, and thank you so much for calling APL.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][NEUTRAL] Bye.