AccountId: 011433970860
ContactId: 70f1d957-6248-4e48-9a2c-976e42affecd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200690 ms
Total Talk Time (AGENT): 71877 ms
Total Talk Time (CUSTOMER): 69067 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/70f1d957-6248-4e48-9a2c-976e42affecd_20250507T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I'm trying to get eligibility for one of your members.
[AGENT][NEUTRAL] OK, I can help you with eligibility dates, your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], and the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] I don't see no problem. Is it the in hospital benefit number?
[AGENT][NEUTRAL] Uh, the in and out, the number should be the same before the letter M, so give me the numbers for the letter M.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So is this only for hospitals?
[AGENT][NEUTRAL] No, it, it's other benefits. That's just the type of product. Mhm.
[CUSTOMER][NEUTRAL] Because, OK, OK.
[CUSTOMER][NEUTRAL] OK, so it is 02607777 ML 7.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, I have the information for you. I'm showing the effective date is [PII]. Uh, policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and does it cover office visits for for GYN care?
[AGENT][POSITIVE] I'll check for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the physician's uh co-pay is not covered, but if there's treatment in the office, covered treatment can be considered.
[AGENT][NEUTRAL] But the copay is not covered?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um is this like a Medishare plan or?
[AGENT][NEUTRAL] It's, it's a supplemental, it's like a gap policy, so it's secondary to the major medical plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And on the card, does it say Metlink?
[CUSTOMER][NEUTRAL] Let's see, on the card it's yes ma'am [PII] select.
[AGENT][NEGATIVE] OK, all right. When you ask if it was just a hospital plan, that's what threw me.
[CUSTOMER][NEUTRAL] OK, because it has inpatient hospital and outpatient benefit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah, so if you're admitted, even though the policy numbers are the same.
[CUSTOMER][POSITIVE] OK, alright, that's all I needed thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII] First initial last name is [PII], did you have any other questions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No ma'am, that's it you have a good day.
[AGENT][POSITIVE] Uh, you too. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.