AccountId: 011433970860
ContactId: ee5b1f28-43d0-418f-9ef4-5d6c667291f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292079 ms
Total Talk Time (AGENT): 127299 ms
Total Talk Time (CUSTOMER): 103065 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ee5b1f28-43d0-418f-9ef4-5d6c667291f5_20250303T13:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I had a question about my coverage.
[AGENT][NEUTRAL] OK, well I can definitely help you with your coverage questions and Ms. [PII], may I have a good um contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let me see, I am in the process of trying to get the card, so I might.
[AGENT][NEUTRAL] Oh, I can look it up with your social as well if you like.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] All right, I, I think I have the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This would be the medical number?
[AGENT][NEUTRAL] Yes, it should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Ha
[AGENT][NEUTRAL] You should have
[CUSTOMER][NEUTRAL] OK, so I think it's 02.
[CUSTOMER][NEUTRAL] 603
[CUSTOMER][NEUTRAL] 865.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Yeah, I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, the email address on file should be [PII].
[CUSTOMER][NEUTRAL] Birth date is [PII], and address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And what kind of questions did you have today?
[CUSTOMER][NEUTRAL] Um, I just wanted to know if, um, this insurance covers LabCorp or Quest?
[AGENT][NEUTRAL] Let me see, hold on one moment.
[AGENT][NEUTRAL] No, you don't have the, um, this policy doesn't have the independent lab rider. So, um, the most that it would do would be like for the physician office, there's 4 visits per year at $100. Um, so of course those labs will be included in that, but the max that would be paid for that visit or that day is $100. But just like the independent lab itself, there's no coverage on this policy.
[CUSTOMER][NEUTRAL] So if I went to like a doctor's appointment and they ordered the labs, it would cover $100 of it. But if I went to a lab corp test facility, it wouldn't cover anything.
[AGENT][NEUTRAL] Right, because the policy doesn't have like there's a benefit for independent labs, but this policy doesn't have that. So then the only thing that could be used would be like the wherever it is done, like the physician office or um urgent care, there's benefits for that, but the max is $100.
[CUSTOMER][NEUTRAL] OK, OK, OK, um, and that goes for both Lab Corp and Quest.
[AGENT][NEUTRAL] Yes, those are both independent labs. So any um independent lab, there's no additional coverage on this policy for it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Alright, alright, thank, thank you, um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] If I, if I needed to get lab testing done, what would be the best way for me to get that done and to still get coverage?
[AGENT][NEUTRAL] Well, I mean, the um the only option.
[AGENT][NEUTRAL] Because it's not really
[AGENT][NEUTRAL] So the policy itself isn't paying for like the services, it's paying more so like where it's done. So regardless there it
[AGENT][NEUTRAL] It wouldn't change because it's still the place of service would either be the physician's office or the independent.
[AGENT][NEUTRAL] Um, lab. So,
[AGENT][NEUTRAL] The only other option would be the physician office, but it'll just be the $100 max.
[CUSTOMER][POSITIVE] OK, all right. All right, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That was it thank you.
[AGENT][POSITIVE] All right, well thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.