AccountId: 011433970860
ContactId: a70e461f-08c3-4f91-9828-733c30126952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147179 ms
Total Talk Time (AGENT): 68151 ms
Total Talk Time (CUSTOMER): 55776 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a70e461f-08c3-4f91-9828-733c30126952_20250218T14:36_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling, um, I have a gap card and I'm going to see if it covers emergency room now.
[AGENT][NEUTRAL] If it covered what? I can barely hear you.
[CUSTOMER][NEUTRAL] Um, emergency room visit.
[AGENT][NEUTRAL] OK. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 019.
[CUSTOMER][NEUTRAL] 47017
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Yes, um, it should be [PII]. Email is [PII].
[AGENT][NEUTRAL] OK, that's not the address we have on file. Is that your new?
[CUSTOMER][NEUTRAL] OK, is it [PII].
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Uh, well, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That one's fine.
[AGENT][NEUTRAL] Leave that one on there? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you wanted to know if this policy covered emergency room?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. It does cover outpatient. Your effective date was [PII], and any benefits given over the phone is not a guarantee of payment. This policy coordinates with the primary insurance. So whatever your primary insurance applies to your deductible co-pay or coinsurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For outpatient, we'll pay up to $5000.
[AGENT][NEUTRAL] And you have a deductible of $250.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And that is all.
[AGENT][POSITIVE] Thank you, Ms. [PII], for calling APO. You have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.