AccountId: 011433970860
ContactId: aeefdfb4-b679-482a-b487-5b7308e14bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340299 ms
Total Talk Time (AGENT): 145734 ms
Total Talk Time (CUSTOMER): 73322 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/aeefdfb4-b679-482a-b487-5b7308e14bbf_20250528T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to see if you guys um cover a stress test my doctor um.
[CUSTOMER][NEUTRAL] He put me down for a stress test and he said call us if you guys cover it.
[AGENT][POSITIVE] OK, I can help you with your benefits, sir. Uh, can I please get your name and your phone number just in case our call is disconnected I'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] OK, [PII], and what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I like that.
[CUSTOMER][NEUTRAL] One second, let me look that up, please.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I can also look it up with your social if you don't have it with you.
[CUSTOMER][NEUTRAL] Yeah, OK my social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] OK. Well let me try to find your policy real quick.
[AGENT][NEUTRAL] Give me just a moment while the computer searches.
[AGENT][NEUTRAL] OK [PII], I believe I think I have found you. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh my god, I, my, my email address is [PII].
[CUSTOMER][NEUTRAL] Um, you said the address, my email address, and what else?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, the phone number that you gave me to call you back on, Mr. [PII], is that your cell phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I appreciate that sir. Alright, let me pull up your benefits real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did it go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this test gonna be done in a physician's office?
[CUSTOMER][NEUTRAL] Um, yes, I, I believe so. It's gonna be at a hospital, so.
[AGENT][NEUTRAL] OK, so you have.
[CUSTOMER][NEUTRAL] I don't know if it's gonna be a.
[AGENT][NEUTRAL] This is the way your policy works and this is just to verify your benefits. It's not a guarantee of payment you have if you go into the hospital, they put you inpatient.
[AGENT][NEUTRAL] Um, that first day of confinement for 18 hours or more, it pays $500.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for 30 days per calendar year that you have to stay in the hospital, it pays $50 a day.
[AGENT][NEUTRAL] Um, you have.
[AGENT][NEUTRAL] Um, office visits for a physician's office for urgent care center.
[AGENT][NEUTRAL] For accident or sickness, that pays, if you go to a physician's office, it pays you $50.
[AGENT][NEUTRAL] You get 4 visits per calendar year for a physician's office that pays $50. So that's your hospital benefits and then that's your
[AGENT][NEUTRAL] Outpatient physician office benefits. Uh, you do have diagnostic testing benefit.
[AGENT][NEUTRAL] That pays $100.
[CUSTOMER][NEUTRAL] E
[AGENT][NEUTRAL] That's what I'm seeing on your policy. And all of these are for accident or sickness.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] And then of course you have surgery benefits also.
[CUSTOMER][NEUTRAL] Basically I'd be
[CUSTOMER][NEUTRAL] Basically paying for this stuff himself.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're so very welcome, sir. I hope that your test goes well for you, Mr. [PII], and you get to feeling better. We appreciate you calling APL.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Um