AccountId: 011433970860
ContactId: cb3bb372-9671-4e4e-9510-f9c7d0315106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111639 ms
Total Talk Time (AGENT): 65975 ms
Total Talk Time (CUSTOMER): 35441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/cb3bb372-9671-4e4e-9510-f9c7d0315106_20250320T13:59_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning, [PII]. This is [PII]. Um, I just have a question. I'm at my GYN's office. Am I able to use my APO for my GYN visit?
[AGENT][NEUTRAL] Um, let me check your policy, please. If I could just have your policy number, please, so I can look it up.
[CUSTOMER][NEUTRAL] It's 021-73249.
[AGENT][NEUTRAL] Thank you. And if I could just verify your date of birth and the phone number, please, ma'am, while I'm looking that up.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Great, thank you. Um, and so it looks like your policy went into effect on [PII]. It is active. Your policy is just for hospital.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, um, the, uh, OBGYN uh visit would not be covered. Uh, this is, is strictly for hospital.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I got something for it in and also out.
[AGENT][NEUTRAL] Yes, ma'am. That's correct. So what it will do is, um, for, uh, are you actually going into the hospital? I mean, is this um is it an office visit or a doctor's visit or?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, office visit.
[AGENT][NEUTRAL] OK, yeah, so what the policy does is if you went into the ER or the urgent care, um, if you had outpatient surgery, cancer treatment, um, and in hospital stay of 18 hours or more, that is what this policy would cover, um, but any sort of treatment within a physician's office, uh, those, those things are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL. Have a good morning.