AccountId: 011433970860
ContactId: b146363f-2936-48d6-aeae-58641a4db3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158460 ms
Total Talk Time (AGENT): 51501 ms
Total Talk Time (CUSTOMER): 96096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b146363f-2936-48d6-aeae-58641a4db3c4_20250204T13:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] It's the same thing.
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. Um, what information can I give you so you could pull up my information?
[AGENT][NEUTRAL] Um, I would need your policy number, but before that I need a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And your policy number.
[CUSTOMER][NEUTRAL] Uh, so it has an in in hospitals benefit and an outpatient benefit which one should I give you?
[AGENT][NEUTRAL] Either one's fine.
[CUSTOMER][NEUTRAL] 021 9.
[CUSTOMER][NEUTRAL] 9655 Mary Larry 7.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Oh thank you, yes.
[CUSTOMER][NEUTRAL] Uh, I have
[CUSTOMER][NEUTRAL] Put him on the book bro.
[AGENT][NEUTRAL] And what was your full 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?
[CUSTOMER][NEUTRAL] The address is [PII] and my email address is my first name [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you had a question about the policy?
[CUSTOMER][NEUTRAL] Uh, yes, so I just submitted a claim last week. Um, I can give you the claim number if that helps, uh, 355-9014. Um, so that visit, I paid uh a specialist copay which is $80 because I went to a dermatologist's office, so it's not like a regular office visit, so I'm not understanding why they're not covering it. They told me they cover.
[CUSTOMER][NEUTRAL] They explained to me that this is supposed to cover all my co-pays.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. It does not cover office visit co-pays. It covers for services done in the doctor's office, but not the actual office visit itself.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, so then I guess I can only use it if I'm getting a service done.
[AGENT][NEUTRAL] Like, yes, ma'am, like injections or things, you know, X-rays or things like that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, I guess that's my answer. OK, thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.