AccountId: 011433970860
ContactId: c8f60862-fc67-478d-a9bd-214e7d2cc372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177259 ms
Total Talk Time (AGENT): 81494 ms
Total Talk Time (CUSTOMER): 104721 ms
Interruptions: 6
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c8f60862-fc67-478d-a9bd-214e7d2cc372_20250507T13:52_UTC.wav
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[CUSTOMER][NEUTRAL] time.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII] I'm calling and I'm having.
[CUSTOMER][NEUTRAL] An endoscopy and a colonoscopy done and the medical provider is asking me how much of this is gonna be covered by my insurance.
[AGENT][NEUTRAL] OK, so let's take a look. Do you have your policy number? I can take a look.
[CUSTOMER][NEUTRAL] I do, yes, they said that my insurance covers for the colonoscopy, but the endoscopy, there is a, uh, out of pocket of $700.
[CUSTOMER][NEUTRAL] My policy number is 02611529.
[AGENT][POSITIVE] All right, let me pull that up here. Thank you.
[AGENT][NEUTRAL] And then can I get your first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and then I need to verify please your physical address and email address.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And my email uh mhm.
[AGENT][NEUTRAL] Go ahead with your email sorry.
[CUSTOMER][NEUTRAL] Yeah, uh, my email is [PII] or [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm not sure which one I have registered with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like you have the [PII] one on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] All right, so [PII], the plan is active, of course, and the purpose of this is to gap the cost between your primary and anything that you have done so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it is gonna cover any sort of surgery under your outpatient benefits. Um, your outpatient benefit max for the year looks like is a total.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of 6500. So this will pick up your deductible co-pay or co-insurance from that. So you can just let them know that they can bill your primary and then bill us as your secondary, and this should cover um the out of pocket cost, OK?
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good I will let him know thank you very much.
[AGENT][POSITIVE] Right. Anything else? Yeah, you're welcome.
[CUSTOMER][NEUTRAL] That's it. Alright, you said that.
[AGENT][POSITIVE] Have a good day.