AccountId: 011433970860
ContactId: e08763dc-4de2-45cc-bd10-8650cb295d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189070 ms
Total Talk Time (AGENT): 76069 ms
Total Talk Time (CUSTOMER): 42567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e08763dc-4de2-45cc-bd10-8650cb295d83_20250501T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question, um, I, I have, um.
[CUSTOMER][NEUTRAL] Your insurance and my doctor scheduled me for a CT scan and I was wondering what's the coverage on that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can take the benefit for CT scan. Um, what was your name?
[CUSTOMER][NEUTRAL] Uh [PII]. I have also have my card number here.
[AGENT][NEUTRAL] OK, um, I can go ahead and take that policy number, [PII], if you've got that.
[CUSTOMER][NEUTRAL] OK, it's uh 02243388.
[AGENT][POSITIVE] OK and then can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK thank you and then just gonna verify some information really quick uh can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Uh, Acura GS 90.
[AGENT][POSITIVE] Awesome, thank you so much for verifying that. OK, bear with me just a moment, let me get your policy pulled up and we will take a look.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Appreciate your patience. Um, and of course I will let you know verification of coverage is not a guarantee of payment for claims. So this policy does have a diagnostic testing benefit which does specify a CT scan. If you'll give me one moment, I will see exactly how much that would pay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that would fall under the medical imaging test, uh, that benefit amount is $200 max per day and that is 1 day per calendar year and if an advanced study or a follow up test is required after that, uh, that would be a separate benefit of $100.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you have any other questions for me, [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye