AccountId: 011433970860
ContactId: bab86174-3134-4cc9-ace8-0a51586fcac8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280220 ms
Total Talk Time (AGENT): 94388 ms
Total Talk Time (CUSTOMER): 50500 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/bab86174-3134-4cc9-ace8-0a51586fcac8_20250625T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm
[CUSTOMER][NEUTRAL] I'm trying to do, I was trying to do my lab work for my nephrologist and my lab the lab I went to is saying that I'm not being covered, so I can't get my work done. Is there a reason for that?
[AGENT][NEUTRAL] Um, do you have your policy number or I can look it up by your last name or social?
[CUSTOMER][NEUTRAL] Uh my last name is [PII] Y.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, what was your first name?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's your address and email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you were checking on a benefit for lab work, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, let me see.
[AGENT][NEUTRAL] OK, give me just a moment, I pull up your policy.
[AGENT][NEUTRAL] OK, so it looks like for your, your plan that you're on, you're on like a limited hospital indemnity plan?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It'll cover physician office, um, and this is not a guarantee of payment, it's a basic outline of your policy.
[AGENT][NEUTRAL] Uh, I don't show.
[AGENT][NEUTRAL] See
[AGENT][NEGATIVE] I don't show any coverage for lab work.
[CUSTOMER][NEGATIVE] So it doesn't cover my lab work.
[AGENT][NEUTRAL] Uh, correct, not under this policy.
[AGENT][NEUTRAL] It's just a very limited policy, it covers like hospital admission, confinement.
[AGENT][NEUTRAL] Uh, covers physician's office visits, um, urgent care, emergency.
[AGENT][NEUTRAL] Um, it, it does cover some medical imaging, but that would be like CAT scan or um colonoscopy, but it doesn't have a benefit for labs.
[CUSTOMER][NEUTRAL] Do they have a benefit for like medication.
[AGENT][NEUTRAL] Um, it looks like on your card, there is
[AGENT][NEUTRAL] A benefit for RX, which I can, I can email this to you as well that way you can have the information, um.
[AGENT][NEUTRAL] There is a Lucy RX, so it's a a pharmacy benefit, um, and I can, I can send that through email to you and it has their contact information, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to email that over?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, I'll get that emailed over, and anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you.