AccountId: 011433970860
ContactId: 168af84b-6cd6-44bf-b0ea-e1511e7f290f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239080 ms
Total Talk Time (AGENT): 56093 ms
Total Talk Time (CUSTOMER): 110567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/168af84b-6cd6-44bf-b0ea-e1511e7f290f_20250610T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hey [PII], I don't know if I got the right department, but
[CUSTOMER][NEUTRAL] I'm here at my wife's OBGYN.
[CUSTOMER][NEUTRAL] And we're trying to figure out if my insurance would cover the Molina IUD and how much the copay would be.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] My date of birth is [PII] sorry, go ahead.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I'm needing a callback number.
[CUSTOMER][NEUTRAL] Uh, my date of birth.
[CUSTOMER][NEUTRAL] Oh, sorry, area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] I have a little card here in my hand but I don't see a policy number on it.
[AGENT][NEUTRAL] It would be the benefit certification number.
[CUSTOMER][NEUTRAL] Don't see that either. I have an EDI payer ID.
[CUSTOMER][NEUTRAL] And a employee ID.
[AGENT][NEUTRAL] Do you not see outpatient benefit cert or inpatient benefit cert?
[CUSTOMER][NEUTRAL] It's through
[CUSTOMER][NEUTRAL] Uh, no, it's through 90 day benefits and they told me to call you guys.
[AGENT][NEUTRAL] OK. Um, do you see a number starting with the 01 or 02?
[CUSTOMER][NEUTRAL] 21 or 02.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] It, it doesn't say a member ID with 01.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, ma'am, I have an employee ID but that starts with a D4, uh, I have a group number.
[CUSTOMER][NEUTRAL] I have pharmacy information but that's obviously not you guys.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] May I have the group number, please?
[CUSTOMER][NEUTRAL] Yeah, that's uh 943 7.
[AGENT][NEUTRAL] OK, that's not listed up under us. May I have your social?
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] Because I just got off the phone with them and they told me that they gave me your guys' number and everything.
[AGENT][NEUTRAL] OK. Now, normally with
[AGENT][NEUTRAL] Um, an IUD or something like that, that is considered preventative or wellness, and we don't cover preventative or wellness. That would be 90 degree. We only cover your medical.
[CUSTOMER][NEUTRAL] See, I, I knew that woman didn't know what she was talking about because I knew it'd be preventative.
[CUSTOMER][NEUTRAL] Oh well, that
[CUSTOMER][NEUTRAL] And she said that they don't cover that, but I know they cover that because I, I looked at the pamphlet that they gave us.
[CUSTOMER][POSITIVE] Uh, let me call them back. I'll get someone who actually knows their job.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Is there anything, is there anything else I can assist you with today, honey?
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][POSITIVE] No ma'am you have a good one.
[AGENT][POSITIVE] Same to you thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Right