AccountId: 011433970860
ContactId: 20ac3c65-84b6-43ca-b3aa-80ad5d901785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238460 ms
Total Talk Time (AGENT): 70046 ms
Total Talk Time (CUSTOMER): 86819 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/20ac3c65-84b6-43ca-b3aa-80ad5d901785_20250613T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] That's [PII] initial to my last name is [PII]
[AGENT][NEUTRAL] How can I help today, [PII]?
[CUSTOMER][NEUTRAL] Good morning. I'm calling because I have a patient scheduled for a vasectomy, and I'm calling to verify if this member's plan covers preventive contraceptive coverage. Um, this will be performed in an ambulatory surgical setting, and I'm trying to get benefits and to see if pre-cert and or referral is required. He presented this as a secondary. And [PII], can I get the initial of your last name, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, not a problem. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01526352.
[AGENT][NEUTRAL] All right. And then if I can get insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So patient is active. The effective date on here for [PII] is [PII].
[CUSTOMER][NEUTRAL] This one
[AGENT][NEUTRAL] Let me just pull up, I'm pulling the benefits here, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, give me just a sec.
[CUSTOMER][NEUTRAL] Mhm yes mhm.
[AGENT][NEUTRAL] OK, so it does look like on the plan under exclusions, it does list sterilizations, so it doesn't look like it's something that the secondary is gonna cover unfortunately.
[CUSTOMER][NEUTRAL] OK, so sterilization is excluded.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] From this plan, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All righty. And um this is a supplemental um what type of plan is this?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, so it is a supplemental, it's a secondary. It's the name of the plan is a Medlink plan. It's M E D L I N K.
[CUSTOMER][NEUTRAL] OK. It's a supplement med link plan but um member is not covered for this uh member is not covered for stuff.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is, yes, ma'am, yeah, it's listed under the exclusions.
[CUSTOMER][NEUTRAL] OK, it's in his contract.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] And [PII], can I get a call reference number, please?
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with today's date, so you can use my first name, last initial and then today's date is [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. I appreciate you checking that out. I appreciate it. Thank you.
[AGENT][POSITIVE] My, my pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.