AccountId: 011433970860
ContactId: e592a034-013c-4554-a68d-2e4b61b5de53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339500 ms
Total Talk Time (AGENT): 127550 ms
Total Talk Time (CUSTOMER): 172967 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e592a034-013c-4554-a68d-2e4b61b5de53_20250219T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm all right. So, uh, my wife and I, we, because, uh, we, I got, I got, um, I got kind of actually, I got this, this, um,
[CUSTOMER][NEUTRAL] This insurance for my company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oxford. So, but we wanna see because this morning we put this insurance as, as uh for our IVF program for me and my wife.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] It looks like it came back as with an email that that this card does not support it, so I wanted to know if that is true and then why is he not supporting it.
[AGENT][NEUTRAL] It doesn't support what? I'm sorry.
[CUSTOMER][NEGATIVE] It it doesn't support the IVF, you know what they call the IVF.
[AGENT][NEUTRAL] Yeah, OK, excuse me, I'm sorry, right, so you do have a policy with us currently, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I have a policy. Yes, I have, I have, yes.
[AGENT][NEUTRAL] OK, OK, um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Hello.
[AGENT][NEUTRAL] OK, and then [PII], if you don't mind, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Oh yeah, I actually disconnected before but they didn't call me back so it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I think I have the card here. Hold on, let me see if I can get it. If it means that we have to kind of actually change policy and then we'll be able to do that. So, um, I have, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] So I'm trying to find.
[CUSTOMER][NEUTRAL] So, is it the one that says, OK, 202.
[AGENT][NEUTRAL] I'm sorry, I'm sorry, I cut out there at the beginning, [PII]. Could you start over?
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] Hello, I didn't hear you. Can you repeat what you said?
[AGENT][NEUTRAL] I couldn't hear you at the beginning there if you wouldn't mind starting over please.
[CUSTOMER][NEUTRAL] Oh, I will start over. Sorry about that. It's 02.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 0258
[CUSTOMER][NEUTRAL] 458 6 0258 4586.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it thank you OK and then uh just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, Andover.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] It's a [PII]. So it's either [PII] or [PII], yes, yes, that's it. Yes.
[AGENT][NEUTRAL] That is it.
[AGENT][NEUTRAL] Yes, I, that was it. OK, thank you for verifying all of that information for me. Alright, and so we were just wanting you were needing clarification as to whether or not IVF treatment is covered under this policy, is that correct?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, give me just a moment, let me get that policy pulled up. I do not believe so, um, but I will still go ahead and check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We're doing your.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] In our.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let's take a look and if you would like [PII], I can definitely send you a copy of this policy so you have it for your records um, it does go in depth as to what is and is not covered, uh, dollar amounts, frequencies, things like that, um, so no, it does not look like IVF is going to be covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is very specific as to covering um hospital confinement, intensive care. um there are some wellness and diagnostic test benefits and then of course some specific surgical benefits as well.
[CUSTOMER][NEUTRAL] So do you have anyone that kind of actually covers it so we can upgrade and pay for that?
[AGENT][NEUTRAL] If the if there were any other plans available, it would have to be through your employer.
[CUSTOMER][NEUTRAL] OK so I have to call them now and then talk with them.
[AGENT][POSITIVE] And see what other options they might have for you, yes.
[CUSTOMER][POSITIVE] OK, let me see if I can call him then. Thank you so much.
[AGENT][NEUTRAL] OK, did you want me to go ahead and send this policy to you, [PII]?
[CUSTOMER][NEUTRAL] I mean if he's not, if he's already written down then that's it's up to them. I'll talk to them and see what they're gonna say.
[AGENT][NEUTRAL] OK, sure. OK, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright, yes sir, thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright cool thanks bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] You say it's it gonna be from the employer now.