AccountId: 011433970860
ContactId: 155305e8-ec59-449b-842a-7b7a6d3b0bce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196500 ms
Total Talk Time (AGENT): 80851 ms
Total Talk Time (CUSTOMER): 57554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/155305e8-ec59-449b-842a-7b7a6d3b0bce_20250327T19:06_UTC.wav
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[AGENT][NEUTRAL] calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was needing to verify um what benefits um our patient is eligible to receive.
[AGENT][NEUTRAL] OK, yeah, I can check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Could you spell your name for me? I'm sorry.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] OK, thank you and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 2025863559.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And let me see here if I can find her birthday.
[CUSTOMER][NEUTRAL] It looks like it's [PII].
[AGENT][NEUTRAL] I've got a different year for that date of birth. Let's see.
[CUSTOMER][NEUTRAL] Oh, [PII]. I'm so sorry. I was looking at the wrong thing.
[AGENT][NEUTRAL] OK, no, it's. I was like, whoa, OK.
[AGENT][NEUTRAL] Alright, well thank you for verifying that. Um, so this policy is active. Effective date was [PII]. Uh, so this is a limited indemnity medical plan. So in short, it pays a set dollar amount per covered procedure or office visit. If you'll give me one moment, I will get those benefits pulled up and we can take a look at what those coverages are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, was this for an office visit or what is she going to be seen for?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it's gonna be an office visit for, um, OBGYN care.
[AGENT][NEUTRAL] OK, so specialist office visit.
[AGENT][NEUTRAL] And this was just a routine or was this regarding um a sickness or an accident?
[CUSTOMER][NEUTRAL] Uh, just routine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this policy does not offer any sort of uh wellness or um anything like that. It would be regarding an accident or sickness to be seen uh in office.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][POSITIVE] OK. Well, that's what we were thinking, but I just want to make sure. Thank you so very much.
[AGENT][POSITIVE] Sure, they are all very different, so it's definitely worth a check.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you. Uh, no, ma'am, I'll do it for today. Thank you so much.
[AGENT][POSITIVE] Alright, yes, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.