AccountId: 011433970860
ContactId: 479f3349-357d-4b69-ac85-64523e6720ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210940 ms
Total Talk Time (AGENT): 117943 ms
Total Talk Time (CUSTOMER): 50166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/479f3349-357d-4b69-ac85-64523e6720ed_20250106T19:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. Um, I have a couple of questions. I was wondering under my plan, um, what's covered for pregnancy?
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, sure, I can.
[CUSTOMER][NEUTRAL] I was looking through my policy. I didn't really, I couldn't really tell.
[AGENT][NEUTRAL] Yes, OK, um, yes, I can assist you with that information. And may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Hi Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, 15493.
[AGENT][NEUTRAL] OK. Can, um, do you see anything that starts with the 0 followed by 7 digits?
[CUSTOMER][NEUTRAL] Um, 02487838.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, the mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um, date of birth [PII] mailing address [PII] and what else?
[AGENT][NEUTRAL] Yes, OK, you don't have to give me the email. OK, um, let's see, so you wanna know what's covered for pregnancy?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is your secondary policy to the major of Medical, and this is not a guarantee of payment, just a verification of coverage and that's a disclaimer.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] OK. All right. So this is a secondary to help with your high deductible from your major medical. You have outpatient services and inpatient service. The inpatient service is for the delivery. Um, if you're in the hospital for 18 hours or more, that's where you use the in-hospital benefit, which is 7900 per covered person per calendar year.
[AGENT][NEUTRAL] And then you have outpatient service. The outpatient service is also 7900 per calendar year. This includes any treatments or procedure in the office. It does not include the co-payment for the visit. So the co-payment for the visit is your responsibility, but if there's like any ultrasounds or anything like that, then we'll go ahead and help with the co-payment or deductible for the ultrasound, um, out of the 7900.
[AGENT][NEUTRAL] And you also have an uh the ER visit, diagnostic centers, surgical centers, those are under outpatient service.
[CUSTOMER][NEUTRAL] OK, so, um, for like delivery and things like that I could file a claim for whatever, um.
[CUSTOMER][NEUTRAL] Like after my insurance, but it doesn't cover, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that was all. Thank you very much.
[AGENT][POSITIVE] You're welcome. Is, is there anything else I may help you with today? Any other questions or doubts or concerns?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.