AccountId: 011433970860
ContactId: 4187d11b-01f4-46a3-b58b-1ec27f34d904
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194720 ms
Total Talk Time (AGENT): 111428 ms
Total Talk Time (CUSTOMER): 49809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/4187d11b-01f4-46a3-b58b-1ec27f34d904_20250304T18:17_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hi, good afternoon.
[AGENT][POSITIVE] Hi, how can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to find out if GA covers, uh, childbirth.
[AGENT][NEUTRAL] Yes, I can certainly look that up. Um, it depends on the policy. What is your policy number?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] I have it with my employer.
[AGENT][NEUTRAL] Right. I can look it up by your social security number if you don't have your card there with you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I know, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. If I could verify your name, uh date of birth, and a phone number, please? I just want to make sure I've got the right, uh, policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] I appreciate that. um, Mr. [PII], I, now I do have your policy number up. Uh, do you have a card? Do we need to send you a card or?
[CUSTOMER][NEUTRAL] Um, I thought I had one. I don't, I don't think I do.
[AGENT][NEUTRAL] OK, um, let me verify your uh address and I'll have a card sent to you and then we'll, we'll look at the, at your benefits.
[AGENT][NEUTRAL] Where, where would you like your, your new card sent to?
[CUSTOMER][NEUTRAL] Uh, let's see, you send a [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I've got um [PII]. So we will certainly send you another card. Now let's get to your policy. Um, so what they do is they, they, um, your policy will pick up the deductible co-payment or co-insurance for that in-hospital event, um, for, uh, a child being born up to $2500.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, so that includes the, um, uh, the facility, uh, any doctor who attends, uh, anesthesia up to that $2500. So yes, that is certainly covered. Um, and, uh, what you will do is, or what is recommended is that when you go into the, the hospital at the time the baby is going to be born, is that you will give them both cards as you're being admitted or as your wife is being admitted, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, uh, so that they will file both, uh, your major medical and us as well. But yes, this is certainly a covered event.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, is there anything else about your policy that I can help with?
[CUSTOMER][POSITIVE] No, that is, that is it. You saw, you answered all my questions.
[AGENT][POSITIVE] OK, well, I appreciate that and uh I will have this card sent to you. Thank you very much for contacting us, Mr. [PII]. You have a good day.