AccountId: 011433970860
ContactId: 9af1e340-2707-4708-a4b3-496407251d20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363869 ms
Total Talk Time (AGENT): 201595 ms
Total Talk Time (CUSTOMER): 118026 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9af1e340-2707-4708-a4b3-496407251d20_20250228T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, [PII], I was trying to find out about um some benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I didn't mean to interrupt you. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, I was trying, I'm, I'm supposed to go get an MRI so I was trying to see how that works.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure.
[CUSTOMER][NEUTRAL] Um, how much would it?
[CUSTOMER][NEUTRAL] It's covered
[AGENT][NEUTRAL] All right. I can help you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, let me see, I have uh.
[CUSTOMER][NEUTRAL] Uh, is it the group number?
[AGENT][NEUTRAL] Do you see an outpatient hospital benefits certificate number at the bottom?
[CUSTOMER][NEUTRAL] Oh yes, OK, 122.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 417.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M L
[AGENT][NEUTRAL] Thank you. And what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you, Ms. [PII]. Bear with me just one second. Now actually that number you gave me is an old policy number.
[AGENT][NEUTRAL] And that policy turned on 6-1-2020, you have active coverage under a different policy number. Have you received a copy of your card?
[CUSTOMER][NEUTRAL] No, I was under the impression. I just keep using the same one.
[AGENT][NEUTRAL] OK, well, it looks like the, it looks like the benefits actually changed on [PII] and so they did, they did, uh, you do have a new policy and I can help you with that information, not a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can I get you to verify your current mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what about a call back number? Yes, ma'am, please.
[CUSTOMER][NEUTRAL] And you say phone numbers?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We have a [PII]. Do we need to update that for you?
[CUSTOMER][NEUTRAL] No, I, I have both. That's the [PII], that's my cell. The [PII] is my home number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, got you. Thank you.
[AGENT][NEUTRAL] And would you like for me to email you a copy of your new card?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] At that Yahoo email?
[CUSTOMER][NEUTRAL] Yes ma'am, that's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Perfect. Yes. I'm fixing to do that right now for you. So you have your new card. And
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] And you were needing, while I'm getting this ready, you're needing benefits for an MRI?
[CUSTOMER][NEUTRAL] Yes, an MRI and uh.
[CUSTOMER][NEUTRAL] Echocologist, something like that.
[AGENT][NEUTRAL] Echocardiogram maybe.
[CUSTOMER][POSITIVE] Yes, yes, that's it. You got it.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Well, I can help you with those benefits. Now, um, of course your policy is active. Now I, all benefits given over the phone is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you do have coverage for diagnostic testing. That benefit amount that we can pay towards your testing is $250 per calendar day.
[CUSTOMER][NEUTRAL] OK, $250.
[AGENT][NEUTRAL] Mhm. And that is what we would pay towards your deductible, co-pay, or co-insurance of your major medical.
[CUSTOMER][NEUTRAL] And that's for the MRI?
[AGENT][NEUTRAL] For any diagnostic testing, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, so if I'm having it on 2, I was at two different places, so, um, and it's on 2 different days, so that'll be 250 each that will be covered.
[AGENT][POSITIVE] That's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I think that was all I needed to know.
[CUSTOMER][NEUTRAL] To make sure, yes.
[AGENT][NEUTRAL] Yes ma'am, and I've sent that um let me get one other thing on here now we do have a portal if you're ever interested and I can check to see if you have an active account.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] Um, where you can actually view your policy benefits, you can print additional cards, you can view claim status as well online, and all of that is that site is going to be on your card. It's [PII].
[CUSTOMER][NEUTRAL] Wait a minute, let me write that down again.
[AGENT][NEUTRAL] It's only gonna be on your card as well.
[CUSTOMER][NEUTRAL] Oh, it's gonna be on my, oh, OK, then I'll, I'll get it off the back then.
[AGENT][NEUTRAL] And are you where you can check your email just to make sure?
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] That you've
[CUSTOMER][NEUTRAL] Yes, let me do that now because I do have it open. OK, let me see here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][POSITIVE] Yes, it did come.
[AGENT][NEUTRAL] Good, so that's the card that you would need to, that's the information you need to give them so that they can file a claim for it to to us for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] And thank you for calling APL. You call us if you have any other questions or concerns, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, well thank you for calling APO you have a lovely day and a happy weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.