AccountId: 011433970860
ContactId: bdc56982-1a57-4774-9260-37b85689574d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120669 ms
Total Talk Time (AGENT): 52954 ms
Total Talk Time (CUSTOMER): 51561 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/bdc56982-1a57-4774-9260-37b85689574d_20250312T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have coverage with your company and my first insurance did not cover the claim because they said it was out of network. This is just for a neurological exam. Um, would your company um cover the rest?
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Um, what is your policy number?
[AGENT][NEUTRAL] Is it a dental policy is it OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, group or payer ID or group number?
[AGENT][NEUTRAL] Uh, the policy certificate number or certification number.
[CUSTOMER][NEUTRAL] In hospitals, outpatient, hmm.
[AGENT][POSITIVE] OK, I'll take the outpatient thank you.
[CUSTOMER][NEUTRAL] OK, 2, I'm sorry, 02558073 ML 8.
[AGENT][NEUTRAL] Thank you very much. One moment please, and may I have your name and date of birth to start?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh [PII] 12571.
[AGENT][NEUTRAL] Thank you Miss [PII] and what is your callback number for we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and verify your complete mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much for the verification process and you wanted to know if we would cover what your major medical did not coverage because it was out of network, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Um, as your supplemental, if the major medical does not cover, we will not cover as well because we help with the deductible co-pay or co-insurance.
[AGENT][NEUTRAL] So no ma'am, we would not, I'm sorry.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, not this time.
[AGENT][POSITIVE] OK, thank you so much for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.