AccountId: 011433970860
ContactId: 7376fbec-bc14-4af6-8cf5-d252ecc71f08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179190 ms
Total Talk Time (AGENT): 98982 ms
Total Talk Time (CUSTOMER): 67580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7376fbec-bc14-4af6-8cf5-d252ecc71f08_20250502T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Florida Women's Care. Um, I need to, um, get some coverage information for a patient's policy.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 01979525 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK. Now, we do have a different last name for her, but the date of birth does match.
[CUSTOMER][NEUTRAL] Do you guys have the um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. It's Friday. It's Friday.
[CUSTOMER][NEGATIVE] My brain does not want to cooperate with me today at all.
[AGENT][NEUTRAL] OK, so you did say you're calling for benefits. What type of service is she coming in for?
[CUSTOMER][NEUTRAL] So she is currently pregnant so she would be coming into our office for like um office visits and uh diagnostic ultrasounds and then later on obviously for her delivery.
[AGENT][NEUTRAL] OK, OK. Please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. Uh, it is still active. So it looks like uh the physician office visits would not be covered.
[AGENT][NEUTRAL] Uh, for any ultrasounds or any other procedures done in the office, uh, the policy will pay up to $500 a day towards those services. Uh, that does also include any outpatient, uh, services like done in an outpatient facility if she has to have any services done outpatient, uh, that also pertains to the $500 a day.
[AGENT][NEUTRAL] As far as the delivery, uh, her inpatient benefits will pay up to $3000 a calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, great, so then that is it. Is there a reference number I can have please?
[AGENT][NEUTRAL] To reference our call, you will uh use my name and today's date and it's spelled [PII]
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No that is it thank you so much.
[AGENT][POSITIVE] You're welcome. Have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.