AccountId: 011433970860
ContactId: d06da37a-2c2f-451e-84ae-e514e7efbd63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218660 ms
Total Talk Time (AGENT): 84119 ms
Total Talk Time (CUSTOMER): 51461 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/d06da37a-2c2f-451e-84ae-e514e7efbd63_20250424T13:41_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] Yeah, I'd like to check if I have any balance in the account and if you cover a procedure please.
[AGENT][NEUTRAL] OK, sure, I can assist you with the remaining balance. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Sure, it's 02.
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] 0639.
[AGENT][NEUTRAL] Thank you. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII], what else?
[AGENT][NEUTRAL] Email address and mailing address on file.
[CUSTOMER][NEUTRAL] Mailing address is [PII] and the email on file.
[CUSTOMER][NEUTRAL] [PII] or it could be my work uh email [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm thank you. OK, and what type of procedure you're getting, um, Mr. [PII]?
[CUSTOMER][NEUTRAL] I'm getting an MRI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's gonna be in an outpatient facility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need a procedure code or anything or no?
[AGENT][NEUTRAL] No, no, it's fine.
[AGENT][NEUTRAL] Let me see how much you have left out of that outpatient max.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and this is not a guarantee of payment, just a verification of your coverage and that's just a disclaimer. It looks like you have used $380 from the $750 you have available per year. So you have $370 available right now.
[AGENT][NEUTRAL] As of today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And the facility has to call you or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, if they need to verify this information, yes, they can call us and we can go ahead and give them this information so they know how much you have remaining.
[CUSTOMER][NEUTRAL] And they can, they can get paid directly or?
[AGENT][NEUTRAL] Correct, yes, if they send in the claim directly to us, we'll go ahead and pay them directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Alright