AccountId: 011433970860
ContactId: a82ccc80-137b-4694-a345-108a555109d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276040 ms
Total Talk Time (AGENT): 81933 ms
Total Talk Time (CUSTOMER): 120179 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a82ccc80-137b-4694-a345-108a555109d9_20250102T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I need to find out um how much of a of some invoices I think are that APL will pay for me.
[AGENT][NEUTRAL] Um, for claims?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEGATIVE] No thank you
[CUSTOMER][NEUTRAL] Yeah, give me one second. I just have to, you have to get him.
[CUSTOMER][NEUTRAL] I'm sorry, he doesn't move on his own. He wants to be with her, sorry.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, does it start with a 019, or does it start with a 171 typically?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK, 0.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 243.
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 7 or 8.
[AGENT][NEUTRAL] OK. And may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] My first name is [PII], my last name is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And I need um the mailing address, email address, and a callback number for verification.
[CUSTOMER][NEUTRAL] My mailing address is um.
[CUSTOMER][NEUTRAL] What is my mailing address? [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And did you ask for a phone number or what?
[AGENT][NEUTRAL] Yeah, the phone number just in case we get disconnected. Mhm.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what type of service was it rendered?
[CUSTOMER][NEUTRAL] What type of service was it that was rendered?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Uh, it was a prescription drug therapy.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, when you say prescription drug therapy, is it for the medicine itself or is it for the therapy?
[CUSTOMER][NEUTRAL] It's the medicine itself.
[AGENT][NEUTRAL] OK, and this one doesn't cover any pharmacy, pharmaceuticals.
[CUSTOMER][NEUTRAL] Even if it's intravenous.
[AGENT][NEUTRAL] We cover the treatment, but we do not cover the medicine.
[AGENT][NEUTRAL] Are you getting like um infusion treatments or is it like um injections infusion? OK.
[CUSTOMER][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] All right. OK. So the infusion treatment, are you getting this uh in an office setting, a hospital or um outpatient facility, freestanding?
[CUSTOMER][NEUTRAL] Um, it's actually in home. I had home healthcare come to do it.
[AGENT][NEUTRAL] Yeah, we do not cover at home.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't have a choice that's what it was.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, I understand, but yeah, it doesn't cover anything at home. It has to be either in an office or in an outpatient facility or hospital.
[CUSTOMER][NEUTRAL] Even though I got all this stuff sent to me and I was assured it would be covered.
[AGENT][NEUTRAL] Um, I'm sorry, I'm not understanding exactly what's your question.
[CUSTOMER][NEUTRAL] I have, I have bills.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] Carecentric, have you heard of that? Carecentric.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That's the home care.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] Yeah, that's, that's not covered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have any other questions for me with this question?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] No thanks.