AccountId: 011433970860
ContactId: d46f5ad4-33a1-4050-b170-d8ffa76958ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193380 ms
Total Talk Time (AGENT): 73258 ms
Total Talk Time (CUSTOMER): 81901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d46f5ad4-33a1-4050-b170-d8ffa76958ab_20250123T21:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling because I had a question about my coverage and I've never used my plan and I just wanted to see how something would work out.
[AGENT][POSITIVE] OK, sure. I can assist you with the coverage. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my cell phone number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, sorry?
[CUSTOMER][NEUTRAL] Um, what it says is group number. Oh, let's see. Oh, here we go.
[AGENT][NEUTRAL] What about the number at the bottom?
[CUSTOMER][NEUTRAL] Oh wait, is the one that says outpatient benefit.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah, 02474.
[CUSTOMER][NEUTRAL] 380 at.
[AGENT][NEUTRAL] OK. May I have your date of birth for security?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And I need to verify the mailing address and email address.
[CUSTOMER][NEUTRAL] Sure, my mailing address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] And I have another email. I don't know which one you have on file.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, that's the one we have, the one you just mentioned.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] And this is for a future date of service or was it for the past date of service?
[CUSTOMER][NEUTRAL] It's for something that that's scheduled future dates.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, and how may I assist you? What type of service is being rendered?
[CUSTOMER][NEUTRAL] So they um scheduled me for a bilateral mammogram and also the ultrasound.
[CUSTOMER][NEUTRAL] But my primary insurance is saying that they don't cover the ultrasound, so I don't know if this picks up coverage for that.
[AGENT][NEUTRAL] Is the ultrasound uh gonna be a diagnostic ultrasound or is it gonna be part of your preventative service?
[CUSTOMER][NEUTRAL] It's part of the preventative.
[AGENT][NEUTRAL] Mm. Yeah, being part of the preventative, it will not cover under this policy. We do not cover any preventative uh testing. We only cover diag diagnostic testing like for sickness or injury.
[CUSTOMER][NEUTRAL] OK, OK, that's what I wanted clarification on because I wasn't sure how the gap coverage worked with this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you very much you answered my question.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.