AccountId: 011433970860
ContactId: ec9bdc87-f06a-4a62-b703-a8a814f45bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365959 ms
Total Talk Time (AGENT): 92399 ms
Total Talk Time (CUSTOMER): 65207 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ec9bdc87-f06a-4a62-b703-a8a814f45bd1_20250415T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I have a quick question for you. Um, I have an MRI that I have to get done and my insurance does cover it, and it's a co-pay of $500 so I needed to know, I believe this plan, your plan, APL reimburses me on certain copays, so I'm wondering if they reimburse on this co-pay and how much and then what is actually needed.
[AGENT][NEUTRAL] Alright, Miss, uh, may I have your policy number, please?
[CUSTOMER][NEUTRAL] Yep, it is 025182887.
[AGENT][NEUTRAL] Alright, and allow me just a second while I pull up your information, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I was able to pull up the policy and um can you verify your information, please? Your date of birth and address?
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. Um, my address is [PII].
[AGENT][POSITIVE] All right, thank you very much. And are you the um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Spouse or the main?
[CUSTOMER][NEUTRAL] I'm the policy holder.
[AGENT][NEUTRAL] Well, applicant.
[AGENT][NEUTRAL] You are the policy holder, alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], um, I will go ahead and um transfer you to the benefits department so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, so they can go ahead and explain that um co-pay for the um insurance, right?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] Thank you for holding, Mr. [PII]. Um, I am trying to connect you with the benefits department. It seems like all of our representatives are on a call right now. Would you mind if I place you on the waiting, um, hold?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, this is [PII] in customer service. I have um Ms. [PII] on the line with policy number 251.
[AGENT][NEUTRAL] 82887.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she is inquiring about, um, MRI benefit. Um, how much would APL would cover reimburse her for it.
[CUSTOMER][NEUTRAL] OK. You can send her over.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.