AccountId: 011433970860
ContactId: 9e7a4da9-8cdd-431d-ae41-f520917dcd8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232059 ms
Total Talk Time (AGENT): 72092 ms
Total Talk Time (CUSTOMER): 65676 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/9e7a4da9-8cdd-431d-ae41-f520917dcd8d_20250612T16:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, I just have a question. Um, so I have a tax ID from uh.
[CUSTOMER][NEUTRAL] Network providers.
[AGENT][NEUTRAL] I'm sorry. Say that again.
[CUSTOMER][NEUTRAL] So I have a tax ID from uh.
[CUSTOMER][NEUTRAL] A clinic and I wanna see if you guys cover that.
[AGENT][NEUTRAL] OK, what is your name and policy number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the policy number?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, policy number is
[CUSTOMER][NEUTRAL] 0263
[CUSTOMER][NEUTRAL] 7454
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] You said name? I'm sorry, what, what was the question?
[AGENT][NEUTRAL] Date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] number 8405.
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, with your policy that you have with our company, we don't have a network of providers.
[AGENT][NEUTRAL] Meaning your policy is open to where you can go to any medical provider, just presenting with your card and that way they can call and verify benefits and eligibility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I don't have to.
[CUSTOMER][NEUTRAL] Go to a certain place.
[AGENT][NEUTRAL] No, we don't have like a in or out of network providers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Sounds good.
[AGENT][NEUTRAL] OK. Uh is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, um, so just so I'm aware, this insurance does cover like, um, Pap smears and all that.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Like blood work and.
[AGENT][NEGATIVE] Not for wellness, no.
[AGENT][NEUTRAL] And it doesn't cover any lab work. Wellness like a Pap smear, that's wellness screening, it doesn't cover that under this policy. You have benefits for an office visit for sickness or an injury, but not for wellness.
[CUSTOMER][NEUTRAL] Not for what sorry?
[CUSTOMER][NEUTRAL] OK, so you guys don't have a wellness one?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Is there anything else I can assist you with? OK, uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] I think that's all my question.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.