AccountId: 011433970860
ContactId: b051418d-4e84-4b41-8e38-1e7f1251dfd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184240 ms
Total Talk Time (AGENT): 70579 ms
Total Talk Time (CUSTOMER): 85146 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b051418d-4e84-4b41-8e38-1e7f1251dfd6_20250128T14:46_UTC.wav
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[AGENT][NEUTRAL] On
[CUSTOMER][NEUTRAL] Hello [PII] you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright. Hello, good morning. This is [PII] in customer service. I have, uh, Miss [PII] on the line with policy number.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] 88,500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she has questions about her benefits. Um, if, um, any medication can be covered, anything that her major medical won't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have a callback number?
[CUSTOMER][NEUTRAL] Um, the one that she's calling back from [PII].
[AGENT][POSITIVE] OK. Thank
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning. This is [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing well and yourself?
[AGENT][POSITIVE] I'm wonderful, thanks for asking and please be advised that verification of coverage does not guarantee the payment of a claim. And how may I help you today?
[CUSTOMER][NEUTRAL] I was just calling because I wanted to know like what does this gap in um cover uh cover like I was wondering like if I had like maybe a prescription that wasn't covered under my insurance would this cover it?
[AGENT][NEGATIVE] This plan does not have the prescription coverage. If it's given to you in the doctor's office, yes. But as far as going to a pharmacy, this plan provides no benefits for that.
[CUSTOMER][NEUTRAL] So if the
[CUSTOMER][NEUTRAL] Uh, if it's given to me in the doctor's office.
[CUSTOMER][NEUTRAL] What the
[AGENT][POSITIVE] Yes, it will.
[CUSTOMER][NEUTRAL] Like that mean like.
[AGENT][NEUTRAL] It will fall under your benefits if he prescribes you a medication and it's given to you at the doctor's office, it will fall under your outpatient treatment writer. And that benefit allows, yes, ma'am. It allows $500 per day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So if they carry it there, like if they have it, if they have it at the actual location.
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, and does that include those um machines that they have at some locations?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Where they give you your prescription, like you go to the machine at the actual location.
[AGENT][NEGATIVE] Uh, I think it has to be given in the actual doctor's office. I don't think the dispenser will fall under this coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm just, just checking. OK, thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Well, thank you for calling American Public Life. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You as well.
[CUSTOMER][NEUTRAL] Bye bye.