AccountId: 011433970860
ContactId: 5f6ecda5-78d8-49d0-a9f8-6df98e3a110c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181779 ms
Total Talk Time (AGENT): 104308 ms
Total Talk Time (CUSTOMER): 62725 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5f6ecda5-78d8-49d0-a9f8-6df98e3a110c_20250114T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need um eligibility and benefits. This is [PII] calling from Florida Women Care.
[AGENT][POSITIVE] [PII], it would be a pleasure to help you with eligibility and benefits today. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 01972388 ML 6798 is outpatient, right?
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] Yes, ma'am. That's fine. Thank you.
[CUSTOMER][POSITIVE] Yeah, they wrote it down. OK, thank you.
[AGENT][POSITIVE] It'd be my pleasure, [PII]. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with benefits and eligibility for [PII]. I am showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholder's major medical policy. What type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, this is for the spouse. Um, is she active as well?
[AGENT][NEUTRAL] She is.
[CUSTOMER][NEUTRAL] OK, great. um this is for.
[AGENT][NEUTRAL] Is it for [PII]? Who, who, what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII] and then [PII] my I guess is the policy holder.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] Got you, yeah.
[CUSTOMER][NEUTRAL] OK. I'm looking for office visit and ultrasound done in office.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] All right, and I can help you with that benefit.
[AGENT][POSITIVE] I'm getting those benefits pulled up just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, for the office visit, the office visit co-pay is not covered. He does have benefits for procedures or she does for for procedures or treatments performed in the office, such as diagnostic testing, and that benefit amount is $500 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For calendar day.
[AGENT][NEUTRAL] Now that is a verification of coverage and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, can I have a reference number?
[AGENT][NEUTRAL] The reference number would be my name and today's date, and I spell my name [PII]
[AGENT][POSITIVE] CIA first initial and my last name is [PII] and [PII], it was a pleasure to assist you with those benefits and eligibility for [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, thank you so much. Have a good day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling ATL. Take care.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Bye bye