AccountId: 011433970860
ContactId: b718fa2d-2c2c-4a6c-88d9-f4a0945773fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238660 ms
Total Talk Time (AGENT): 73670 ms
Total Talk Time (CUSTOMER): 115158 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/b718fa2d-2c2c-4a6c-88d9-f4a0945773fb_20250411T15:07_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah, mm, yeah, [PII].
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] How you doing? Uh, I'm an APL member, and I was just wondering my, my, um, coverage for deductibles when you go and visit the, uh, the clinic.
[CUSTOMER][NEUTRAL] Do you need my number?
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] And what's your phone number?
[CUSTOMER][NEUTRAL] You need the group
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Is it the one that says uh group number?
[AGENT][NEUTRAL] Inpatient, outpatient certificate number?
[CUSTOMER][NEUTRAL] Uh patient, uh patient certificate um.
[CUSTOMER][NEUTRAL] I have the card here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, may I say policy number?
[CUSTOMER][NEUTRAL] Payer ID number, insured coverage.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] Benefit, in hospitals benefit, outpatient, outpatient, that must be outpatient.
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] 0, yeah, 0248.
[CUSTOMER][NEUTRAL] 6901
[CUSTOMER][NEUTRAL] M L 8
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] 1028 1965
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] And can I verify your
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have a different one.
[CUSTOMER][NEUTRAL] Do you have the work?
[CUSTOMER][NEUTRAL] Email?
[AGENT][NEUTRAL] What is your work email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's the one we have. Thank you, Mr. [PII].
[AGENT][NEUTRAL] And you had a question about the benefits on the policy?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I came into the, uh, I went to the hospital, right, and now they, uh, I went to a doctor for a follow-up and they made me pay $50 co-pay. Is that something that I will get reimbursed from APL? Or how do you do a claim for that?
[AGENT][NEUTRAL] OK, I can help you with that. Your effective date was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I want 2
[AGENT][NEUTRAL] Any benefits given over the phone, not a guarantee of payment? Was it just for an office visit?
[CUSTOMER][NEUTRAL] Yeah, for an office visit right now.
[AGENT][NEUTRAL] OK, this policy does not cover office visits or anything done in a doctor's office. It covers outpatient facilities and inpatient.
[CUSTOMER][NEUTRAL] Oh what does that mean? Hospitals?
[AGENT][NEUTRAL] Right, outpatient facility, MRI diagnostic centers.
[AGENT][NEUTRAL] Emergency room.
[CUSTOMER][POSITIVE] Oh, OK, I got you, I got you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you for your info.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah.