AccountId: 011433970860
ContactId: 0e23ae08-2ebb-4181-a0b7-7e2b7c4dbe44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103839 ms
Total Talk Time (AGENT): 59978 ms
Total Talk Time (CUSTOMER): 36481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/0e23ae08-2ebb-4181-a0b7-7e2b7c4dbe44_20250122T14:44_UTC.wav
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[AGENT][NEUTRAL] Contacting APO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Florida Women's Care. That's S H A Y. Last name is [PII]. I'm calling the patient policy is active.
[AGENT][NEUTRAL] I can certainly help with the eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be 980759.
[AGENT][POSITIVE] I appreciate that. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I do appreciate that. Uh, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you about the policy?
[CUSTOMER][NEUTRAL] Does she have any co-pay responsibility for specialist office.
[AGENT][NEUTRAL] Uh, what the policy will do, let's see.
[AGENT][NEUTRAL] Uh, there is uh $25. Uh, she has 4 office visits per calendar year where we will pay $25. That's just a verification, not a guarantee of payment. It looks like for the calendar year [PII], she has not used those.
[AGENT][NEUTRAL] So we'll have up to 4 of those per calendar year.
[AGENT][NEUTRAL] Anything else about, above that, you would chew it out.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] No, that's it. She needs to know all or nothing to be seen in a specialist office.
[AGENT][NEUTRAL] No, no, she doesn't need any sort of authorization, no.
[CUSTOMER][POSITIVE] Perfect. Alright, and this in this to your last name and a reference number for our call. Thank you so much.
[AGENT][NEUTRAL] Thanks for contacting E Hill. My name is [PII]. Last uh initial of my last name is [PII]. We'll use that today's date as a reference.
[CUSTOMER][POSITIVE] Perfect thank you so much enjoy the rest of your day.
[AGENT][POSITIVE] You have a good day too. Thanks for contacting.