AccountId: 011433970860
ContactId: 93d9fb09-b916-4570-a7a4-e1c3b0c35156
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144839 ms
Total Talk Time (AGENT): 46512 ms
Total Talk Time (CUSTOMER): 54778 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/93d9fb09-b916-4570-a7a4-e1c3b0c35156_20250516T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ADL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I was on the phone with another customer representative, but I think we got disconnected. I couldn't hear her anymore.
[AGENT][NEUTRAL] OK, um, is it, are you calling for yourself?
[CUSTOMER][NEUTRAL] Yes, I'm calling for myself. I'm calling because I have a colonoscopy scheduled and my primary insurance isn't covering the total balance. There's a balance due of $2000 so I wanted to make sure that APL will pick up that balance.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do. Well, I have a group number. It's 16953.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your address and email address?
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[AGENT][NEUTRAL] OK, and then the [PII], is that your callback number?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Are you having that done in an outpatient hospital setting?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] I've got your policy active and effective, so you're good there. Let me make sure that's covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything I say is not a guarantee of coverage, it's a basic outline of your policy.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like you got 2000.
[CUSTOMER][NEUTRAL] They said that it
[AGENT][NEUTRAL] 2500 per calendar year.
[CUSTOMER][NEUTRAL] Uh huh go ahead.
[CUSTOMER][NEUTRAL] OK, because they said that if they find polyps or something like that, it could be an additional charge if they have to get rid of it.
[AGENT][POSITIVE] OK, yeah, we will
[CUSTOMER][NEUTRAL] So I guess that anything over 2500 I have to pay.
[AGENT][NEUTRAL] Correct, yeah, we would, after your primary processes the claim, we'll pay up to 2500.
[CUSTOMER][POSITIVE] OK alright thank you so much bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK.