AccountId: 011433970860
ContactId: b779636d-bc2c-462c-8604-5af9729dc1a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291230 ms
Total Talk Time (AGENT): 63932 ms
Total Talk Time (CUSTOMER): 166630 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b779636d-bc2c-462c-8604-5af9729dc1a2_20250121T13:02_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] I have a question.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm having a procedure done this morning and I told the doctor's office that's doing the procedure that I had gap insurance.
[CUSTOMER][NEUTRAL] But she didn't notify the.
[CUSTOMER][NEUTRAL] Center where I'm having the surgery done at.
[CUSTOMER][NEUTRAL] So they're trying to verify the gap insurance so that if y'all don't cover it, so I can have it paid for by my daughter.
[CUSTOMER][NEUTRAL] So I could get the procedure done cause I was I had it done like about 7 before 7, and they pushed me back to get clarity.
[CUSTOMER][NEUTRAL] A verification.
[AGENT][NEUTRAL] OK, what's your policy number and your name?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Let me, um.
[CUSTOMER][NEUTRAL] Cause I don't know if I got the.
[AGENT][NEUTRAL] Spell your
[AGENT][NEUTRAL] Spell your first name? Spell your first name.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] And my last name is is [PII].
[AGENT][NEUTRAL] And how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, can I get a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] OK. And your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify your date of birth and your complete mailing address? I've located your policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] But my original address is [PII].
[AGENT][NEUTRAL] OK, give me your, give me your current address. This including.
[CUSTOMER][NEUTRAL] [PII] do that.
[AGENT][NEUTRAL] Including city, state, and zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for that. Did you need to write down your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't even have a pen. Let me get a pen. Oh, better yet, let me put it in here.
[CUSTOMER][NEUTRAL] And I transfer it.
[CUSTOMER][NEUTRAL] Um, girl.
[CUSTOMER][NEUTRAL] OK, my policy number is.
[AGENT][NEUTRAL] 180.
[CUSTOMER][NEUTRAL] 180
[AGENT][NEUTRAL] 7114.
[CUSTOMER][NEUTRAL] 7114
[AGENT][NEUTRAL] And you were calling for your outpatient benefit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's $1000 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment. Are you at the doctor's office?
[CUSTOMER][NEUTRAL] Yes, I'm here now.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] The um payment is 1000.
[CUSTOMER][NEUTRAL] 1000 and something, uh, like 16, so.
[CUSTOMER][NEUTRAL] I will have to probably pay the difference.
[CUSTOMER][NEUTRAL] I don't know I
[CUSTOMER][NEUTRAL] Need to speak to you or her. I don't know.
[CUSTOMER][NEUTRAL] OK, I'm on the phone with my, my gap insurance. They're open now, so they say y'all can call them now so that we can go ahead do what we need to do and then I, I might have to probably pay the difference.
[AGENT][NEUTRAL] OK, so you can they can call us.
[CUSTOMER][NEUTRAL] I'm on the phone with them now, so what they're saying is
[CUSTOMER][NEGATIVE] I, I am, she gave me the number, my policy number here, um, she said y'all call them now they're verified, but I'm probably gonna stay out there end up paying something.
[CUSTOMER][NEUTRAL] So if you don't mind you could just reach out.
[CUSTOMER][NEUTRAL] OK, they get ready to call now. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Anything else? You're welcome.
[CUSTOMER][POSITIVE] Thank you. No, that's it. Bye-bye.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.