AccountId: 011433970860
ContactId: 50a709c2-7546-48ae-8976-b91decf467d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153770 ms
Total Talk Time (AGENT): 75095 ms
Total Talk Time (CUSTOMER): 54588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/50a709c2-7546-48ae-8976-b91decf467d2_20250313T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello [PII], good morning. This is [PII] from Florida Women's Care. I have a patient that I need benefits and eligibility for.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and I I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mrs. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02509863.
[AGENT][NEUTRAL] Thank you, ma'am. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] and that's correct.
[AGENT][NEUTRAL] OK, thank you. Let's see, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII], last name [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII]. She is active on the policy. And you say you're also needing benefits, correct?
[AGENT][NEUTRAL] OK, and what benefits are you needing for this patient?
[CUSTOMER][NEUTRAL] How much are diagnostic ultrasounds covered for?
[AGENT][NEUTRAL] Is this gonna be done in an outpatient facility or inpatient in a hospital?
[CUSTOMER][NEUTRAL] If she were to get one
[CUSTOMER][NEUTRAL] In the office.
[AGENT][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] In the facility.
[AGENT][NEUTRAL] OK, um, not a guarantee of payment, just a verification of coverage. With this policy, we are secondary. We help with major medicals, deductible, co-pay, and or co-insurance, and she has an outpatient benefit of up to $1000 per calendar day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And office visits are not covered with this plan, right?
[AGENT][NEUTRAL] Correct. Office visits are not covered, but procedures are not, uh, office are as outpatient.
[CUSTOMER][NEUTRAL] And there's no deductible out of pocket or anything that she has to meet in order to have this benefit.
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] And there's no authorizations required, right?
[AGENT][POSITIVE] Uh, correct.
[CUSTOMER][NEUTRAL] Thank you, can I have the reference number for this call and the spelling of your name? I'm sorry.
[AGENT][NEUTRAL] Uh, it's, you can use my name in today's date and it's [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a great day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII] and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.