AccountId: 011433970860
ContactId: b340016a-c651-4e47-adb4-39e86a9aafcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315739 ms
Total Talk Time (AGENT): 98814 ms
Total Talk Time (CUSTOMER): 141675 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b340016a-c651-4e47-adb4-39e86a9aafcd_20250415T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, my name is [PII]. I was trying to see if, um, for like radiology if it's covered underneath of, uh, APL or not because I'm supposed to be getting like a pelvic ultrasound done and I'm trying to see if it would be covered or not underneath of the insurance.
[AGENT][NEUTRAL] OK, yes, I can check for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, that I do not because I'm not active. They said until later, but they said that I could just check to see if it was covered or not.
[AGENT][NEUTRAL] OK, so I can look you up by your first and last name.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] OK, uh, can you spell your first and last name?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yup, it's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yep, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK, and then what state do you live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Did you happen to live in a different state?
[CUSTOMER][NEUTRAL] Do you said do I have water in a different state?
[AGENT][NEUTRAL] Did you happen to live in a different state by chance when you opened this policy?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, no, no, I live in [PII].
[AGENT][NEUTRAL] OK. I'm just not seeing.
[CUSTOMER][NEUTRAL] No, I, I haven't in [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, but it might not be letting me see it maybe because they said I wasn't gonna be active until my first paycheck. Is that what it is, maybe that I'm not active in the system.
[AGENT][NEUTRAL] Oh, it could be, so there is a lot of [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] But yeah.
[AGENT][NEUTRAL] I don't see [PII] on here though.
[AGENT][NEUTRAL] For um under that name. So it, your policy might not have been loaded into the system yet, and unfortunately I can't give you an answer if that is covered until uh your policy is like uploaded because every policy is different.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, they said they wouldn't, I wouldn't be able to know until my first paycheck, unfortunately.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Like that Monday after so I guess not this Monday, but I guess the following Monday.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] one day, but I have a um.
[CUSTOMER][NEUTRAL] I have a pelvic ultrasound next month. I think it's on [PII] or [PII], so I was just trying to see if it would even be covered underneath of this or not or how much would be covered, I guess would be the question.
[AGENT][NEUTRAL] Right. OK. So just give us a call back um when that payment goes in and then we will look up your policy and then we'll let you know if it is covered or not. So at least you still have time before your appointment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, I just, because I know, well, actually, no, I'll have to ask you about that. I was gonna say ask you about my appointment for this month, but luckily, thanks [PII], my, um, insurance is covered for this month for the my primary insurance that I still have luckily because I'm supposed to ask you for the APL for that too, but I was because I had that this Friday, but I was like never mind, I'm still covered underneath of that, thank [PII], so I don't got my $20 copay that I only have.
[AGENT][NEUTRAL] Oh, there you go.
[CUSTOMER][POSITIVE] Thank God, but
[AGENT][POSITIVE] Well, that's good.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[CUSTOMER][MIXED] Alright, alright, well thank you. I'll, I'll give you guys a call then when that comes in. That's just, it's just a little frustrating, but I, I get it though. I was kind of hoping I would be able to maybe get a jump start.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, I mean, it's positive thinking, definitely, but um, yeah, I'm sorry.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] That's fine, thank you anyway.
[AGENT][POSITIVE] All right, yeah, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] All right, bye.