AccountId: 011433970860
ContactId: cba02c17-ff64-4ac4-ae47-428e0f9f6264
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296640 ms
Total Talk Time (AGENT): 95011 ms
Total Talk Time (CUSTOMER): 95252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/cba02c17-ff64-4ac4-ae47-428e0f9f6264_20250516T16:06_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am trying to see what's my coverage and how much I would have to pay for a CT scan on the ambulance tables with contrast. I have the code as well.
[AGENT][NEUTRAL] OK, could I get your, uh, a callback number for you please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is your outpatient certificate number with us?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, outpatient certificate number.
[CUSTOMER][NEUTRAL] That's the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Hold on. Yes. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is 02603275.
[AGENT][NEUTRAL] [PII], if you could verify your date of birth.
[AGENT][NEUTRAL] Um, and your mailing address, please.
[CUSTOMER][NEUTRAL] [PII] and [PII] I mean [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy and you did say you were calling to see how much a CAT scan would cost?
[CUSTOMER][NEUTRAL] Yes, the code for the CAT scan is [PII].
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, so it looks like um.
[AGENT][NEUTRAL] Is this for a due to a um.
[AGENT][NEUTRAL] Sickness or is this uh routine?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's a routine test.
[AGENT][NEUTRAL] OK, let me see if you have routine benefits.
[CUSTOMER][NEUTRAL] I believe that, you know, from a previous um thing I had before that don't have to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, so a CT scan, please be advised verifying benefits does not guarantee payment. It looks like, uh, you do have diagnostic testing benefits. A CT scan would be covered up to $200.
[CUSTOMER][NEUTRAL] And the rest I would have to cover?
[AGENT][NEUTRAL] Now we do not determine patient responsibility that would be left up to the provider. I can only give you benefits as far as what your policy will pay.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Well, who's my provider? I mean, you know my providers.
[AGENT][NEUTRAL] We are the insurance company and the provider is the doctor.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The hospital.
[AGENT][NEUTRAL] Correct, wherever you're getting the uh CT scan.
[CUSTOMER][NEUTRAL] So, so,
[CUSTOMER][NEUTRAL] So y'all pay just up to $200.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Now my other question.
[CUSTOMER][NEUTRAL] I need an iron infusion and it's still not approved from the insurance, can you tell me how much y'all cover on that?
[AGENT][NEUTRAL] What type of service is it?
[CUSTOMER][NEUTRAL] It's an iron infusion.
[AGENT][NEUTRAL] And it, and that's done in the, what would, what would that service be rendered?
[CUSTOMER][NEUTRAL] In the doctor's office.
[AGENT][NEUTRAL] Doctor's office, OK.
[AGENT][NEUTRAL] Uh, so it looks like for, for physician benefits, your policy will pay $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Alrighty then thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][NEUTRAL] No.