AccountId: 011433970860
ContactId: 0a56ccea-33d9-4108-bd10-947d22ace17b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225399 ms
Total Talk Time (AGENT): 98241 ms
Total Talk Time (CUSTOMER): 63741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0a56ccea-33d9-4108-bd10-947d22ace17b_20250609T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hello, I needed maternity benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits for a patient. May I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] initial [PII] callback number [PII] and the facilities Women's Care Florida.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] First name [PII] Last name [PII]
[CUSTOMER][NEUTRAL] Date of birth [PII] and policy number is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 025.
[CUSTOMER][NEUTRAL] 17,360.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I do show that the, the policy number that you gave me for Miss um [PII] is no longer.
[AGENT][NEUTRAL] Active, uh, let me give you the current policy number so you have that for your files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you just let me know when you're ready. It's 258.
[AGENT][NEUTRAL] 982 6.
[CUSTOMER][NEUTRAL] 2589826
[AGENT][NEUTRAL] Yes, that's correct, and this is just, and she does have an active policy. The effective date of this policy is [PII].
[AGENT][NEUTRAL] And this is just to verify her benefits. It's not a guarantee of payment. She has a supplemental insurance policy. It's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's a gap insurance that helps with deductible, co-pay, and co-insurance only.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] She has an inpatient benefit amount per calendar year of $1500.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And she also has an outpatient calendar year benefit max of the same amount of $1500 to go towards deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK, um, yeah, that's what I needed. Can I have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII]
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a.