AccountId: 011433970860
ContactId: e073322f-cf46-479f-acfb-a84718ea8830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270660 ms
Total Talk Time (AGENT): 84926 ms
Total Talk Time (CUSTOMER): 175187 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e073322f-cf46-479f-acfb-a84718ea8830_20250124T17:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling because I had an appointment, um, earlier this month with a, a specialist for the cornea, and I need, um, a medi uh cholera lens, and for each eye it's about $2000 and my UMR insurance is um only covering one eye, and the copay is about $25 and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have gap insurance with you and um there's I'm I'm not too sure how this works too much. Would you be able to help me out and and see where the APL comes in to play?
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 078.
[CUSTOMER][NEUTRAL] 00
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[CUSTOMER][NEUTRAL] And the billing address should be [PII].
[AGENT][NEUTRAL] Thank you. And what is your email and phone number?
[CUSTOMER][NEUTRAL] My email address is [PII] and the phone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Have you checked with your primary insurance to see exactly what they would provide benefits for?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Um, no, we're, that's what we're calling about because, um, they already spoke with my doctor's office and they told them what it is that they would be able to approve and when I mentioned the gap insurance to the doctor's office, they had never heard of it and they, I just don't know where to go from here because I thought that the gap insurance was supposed to cover um whatever the my primary insurance wasn't going to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but there's a lot of information that's not clear yet, and I just wanted to verify a few details with you if you could.
[AGENT][NEUTRAL] It would be my pleasure. OK, so with your APL policy, and was this a surgical procedure?
[CUSTOMER][NEUTRAL] Um, yes. No, it's a it's a contact lens. Oh no, you're asking if, no, no, no, no, this is just a prescription for um a scholera lens, a contact lens.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So with your APL policy, it is not going to cover lenses. It would be for a, an outpatient procedure or surgical procedure.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] But it would not be for a lens. And have you, do you have vision insurance?
[CUSTOMER][NEUTRAL] Yes, I do. The vision insurance is the um is the one that's covering the one of the contact lenses. It's just the other one that they won't, they won't approve of.
[AGENT][NEUTRAL] What did I think you can just be able to see out of one eye. I'm sorry, that just.
[CUSTOMER][NEUTRAL] Yeah, and I, that's what my mom said too.
[CUSTOMER][NEUTRAL] That's why I was like maybe, maybe the gap insurance is what um what would help out, but.
[AGENT][NEUTRAL] Yeah, I certainly wish we could provide benefits, but it does not cover your contact lens.
[CUSTOMER][NEUTRAL] I guess, and it
[CUSTOMER][POSITIVE] No, OK, so it's only just out of patient. I mean, surgical. OK, OK, thank you so much. You've been a great help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Oh, it's been my pleasure and I certainly hope you can get that other eye covered cause I can't imagine just that being able to see out of one eye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's just crazy to me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] It's been my pleasure, [PII], and call us see if we can be of further assistance for you, OK?
[CUSTOMER][POSITIVE] Of course, thank you so much.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you as well.