AccountId: 011433970860
ContactId: c5e80135-cfa7-4754-95dc-466ee6ad50d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219529 ms
Total Talk Time (AGENT): 82231 ms
Total Talk Time (CUSTOMER): 63908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/c5e80135-cfa7-4754-95dc-466ee6ad50d5_20250116T14:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and my husband has insurance through you. And um I went to my orthopedic doctor and he's wanting a bone density test. And I did not know if that is covered or not.
[AGENT][NEUTRAL] OK, I can check, um, Miss [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] OK, let me get it.
[CUSTOMER][NEUTRAL] Policy number is, looks like it, I can't see very well. It's 0256.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 7206.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And um may I have um your date of birth? It looks like you're listed on the policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I need to verify the mailing address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And he's having this uh bone bone density test done in an outpatient facility or office.
[CUSTOMER][NEUTRAL] Uh, it's at Reed Health. It's a hospital.
[AGENT][NEUTRAL] OK. Let me go through the benefits and see if it's something that we cover. Um, one moment.
[AGENT][NEUTRAL] Gonna be a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, uh, Ms. [PII], it is not a cover service under this policy. This is a limited hospital indemnity plan. It is limited and based on the medical imaging test, I don't see a bone density test listed as a cover service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Now, how do they cover blood work?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEGATIVE] No, this one doesn't have lab work either.
[CUSTOMER][NEUTRAL] No lab work. OK. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you today, Ms. [PII]?
[CUSTOMER][POSITIVE] Nope. That's it. Thank you.
[AGENT][POSITIVE] OK. Thank you. You're welcome and thank you for calling IPO. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Goodbye.