AccountId: 011433970860
ContactId: ca68eb46-612b-4fa5-bb9a-d18533970feb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85169 ms
Total Talk Time (AGENT): 11158 ms
Total Talk Time (CUSTOMER): 53177 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ca68eb46-612b-4fa5-bb9a-d18533970feb_20250612T21:55_UTC.wav
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[CUSTOMER][NEGATIVE] It's a lot smaller.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have Florida Blue options for my primary and APL as my secondary coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm going to see a specialist at Cleveland Clinic. The co-payment to see the specialist is $85 and the clinic is charging a facility fee of about $350. Um, I'd like to know if the secondary insurance picks up any of the facility fee.
[AGENT][NEUTRAL] Facility fee that's interesting. Is any of that going towards your uh or is your major medical contributing any anything to that?
[CUSTOMER][NEUTRAL] Uh, that the hospital is charging.
[CUSTOMER][NEUTRAL] Florida Blue.
[CUSTOMER][NEUTRAL] Um, they're gonna pick up, they said I'd pay the $85 for the copay and then the facility fee would go to the secondary.
[CUSTOMER][NEUTRAL] I, I wanna know
[CUSTOMER][NEUTRAL] Supple supplemental? OK, supplemental supplemental insurance.
[CUSTOMER][NEUTRAL] Is the facility fee covered by the supplemental insurance?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?