AccountId: 011433970860
ContactId: 0392e07c-b778-4806-a274-9307d12d4bf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188339 ms
Total Talk Time (AGENT): 102329 ms
Total Talk Time (CUSTOMER): 67635 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0392e07c-b778-4806-a274-9307d12d4bf7_20250110T13:57_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Florida Women Care. I need eligibility and benefits.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility and benefits today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's 2, sorry, 02114666 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Uh, it would be my pleasure to assist you. Let me check now the policy number you gave me termed on 11-1-2021.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she does have active coverage under another policy number. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] As of [PII], her active policy number is 258.
[AGENT][NEUTRAL] 33. Mhm.
[CUSTOMER][NEUTRAL] 258
[AGENT][NEUTRAL] 2583313
[CUSTOMER][NEUTRAL] OK. 2583313.
[AGENT][POSITIVE] Yes ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you are needing benefits for Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I need um benefits. I need an office visit for specialist and I also need ultrasound done in office.
[AGENT][NEUTRAL] OK, I can help you with those benefits. And [PII], Miss [PII]'s policy does not cover any services in a doctor's office.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Only inpatient and outpatient hospital facility benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can assist you with today?
[CUSTOMER][NEGATIVE] And also the uh no uh benefits at all for office.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] That's a non-covered place of service.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Only hospitals.
[AGENT][NEUTRAL] Only outpatient facilities, yes ma'am, and inpatient hospital.
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you. Have a good day.
[AGENT][POSITIVE] [PII], thank you for calling APL. I hope you have a wonderful day as well and a very happy weekend.
[CUSTOMER][NEUTRAL] I'm sorry, let me ask you, do you have a um reference number or you just use your name?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well and thank you for calling APL take care.
[CUSTOMER][POSITIVE] Thank you.