AccountId: 011433970860
ContactId: 9997ad4d-378d-4054-922c-8af2938b0d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407500 ms
Total Talk Time (AGENT): 171501 ms
Total Talk Time (CUSTOMER): 129407 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9997ad4d-378d-4054-922c-8af2938b0d41_20250109T18:01_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I just came from the hospital to get some labs done, and I didn't get them done today, but they said that they don't know if you guys will cover 3 of them.
[CUSTOMER][NEUTRAL] So I just wanted to call and see if you would.
[AGENT][POSITIVE] OK, I can help you with your benefits uh can you please give me your name and your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is your policy number please?
[CUSTOMER][NEUTRAL] Just give me a sec.
[AGENT][POSITIVE] Sure. Go ahead and take your time.
[CUSTOMER][NEUTRAL] It is 02582628.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] What do you need?
[AGENT][NEUTRAL] OK, Ms. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I'll also need for you for security reasons to verify your address, your phone number and the email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Right. My address is [PII].
[CUSTOMER][NEUTRAL] And what was the other thing you need?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK and then the phone number that you gave me to call you back on in case we get disconnected is that your cell phone?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. All right. I am going to look up your policy.
[AGENT][NEUTRAL] And see what it says about lab work.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So it's gonna be a little bit why it pulls in. It's a pretty large policy and I will have to read it to make sure.
[AGENT][NEUTRAL] That it covers your lab work.
[CUSTOMER][NEUTRAL] Oh, OK, because I, I, when I originally called in, I had said that you in the community room.
[CUSTOMER][NEUTRAL] Right, which is 204.
[CUSTOMER][NEUTRAL] So I, I had called in for 201 in the community room.
[CUSTOMER][NEUTRAL] Yeah, and I'm not even worried about that. I'm just worried about can you bigger than that because we can't have the phone without he overnight.
[AGENT][NEUTRAL] OK, looking at your policy, I do not see that it has anything on here about uh coverage for lab work it specifies um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So down on myself [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That you get outpatient, outpatient accident and sickness treatment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And you get $50.04 times a year if you have outpatient.
[CUSTOMER][NEGATIVE] Alright, they're supposed to call me back.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Accident or sickness treatment.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] In a physician's office.
[CUSTOMER][NEUTRAL] So it won't cover any of the labs.
[AGENT][NEGATIVE] It does not have any lab coverage on here that I'm looking at.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can't put your leg in there.
[CUSTOMER][NEGATIVE] Because I have to get 14 done and they only told me there's 3 that you guys won't cover.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] No, they, did they call him and uh.
[AGENT][NEUTRAL] Verify benefits with us?
[AGENT][NEUTRAL] They must have called them verified benefits with us you know they probably gave us uh diagnosis codes when they called in.
[CUSTOMER][NEUTRAL] Did they what?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] That we, they know what was covered and what isn't. If there's 3 that's not covered and you're having 14, I think that's uh um that's awesome that they're able to cover the others.
[CUSTOMER][NEUTRAL] So it'll cover the 3?
[AGENT][NEUTRAL] Let me look at the notes what the notes say about the last time they called in.
[CUSTOMER][NEUTRAL] And just put yeah your information on there.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] If you don't mind, let me get your phone number. Let me call you back because I'm gonna have to do some research on your policy. It's gonna take quite a while to read through it, the whole policy to I wanna make sure that we give you correct information, so I wanna be able to take the time to do that, and I can call you back at this number that you gave me if that's OK with you.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, I will get this taken care of and we will return your call, Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.