AccountId: 011433970860
ContactId: 74f3063a-43c1-4483-81ae-fe2d903ae7f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193639 ms
Total Talk Time (AGENT): 95649 ms
Total Talk Time (CUSTOMER): 54624 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/74f3063a-43c1-4483-81ae-fe2d903ae7f6_20250224T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was wondering if you could tell me if my birth control is covered for my current plan.
[AGENT][NEUTRAL] OK, um, let me check on your benefits for you. Can I please get your name and your policy number?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I don't have my policy number on hand, but I have my social.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] Alright, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And um let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me, please, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons can you give me your address, phone number and email address?
[CUSTOMER][NEUTRAL] [PII]. My phone number is [PII], and it's [PII].
[AGENT][POSITIVE] OK thank you I appreciate that, Ms. [PII], thanks for verifying your policy for me.
[AGENT][NEUTRAL] Alright, let me look at your benefits real quick.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see if you have anything for prescription on here at all.
[CUSTOMER][NEUTRAL] I get it at the doctor's office via injection.
[CUSTOMER][NEUTRAL] I don't know if that makes any sort of difference at all. Not something I think about a pharmacy.
[AGENT][NEUTRAL] OK, um, and this is just to verify your coverage, it's not a guarantee of payment. I do see that um.
[AGENT][NEUTRAL] You do have outpatient accident or sickness treatment benefit in a physician's office that pays $50.
[AGENT][NEUTRAL] And then you also have
[CUSTOMER][NEUTRAL] And that would be for birth control?
[AGENT][NEUTRAL] Well, it's, it's for the office treatment for sickness or accident.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the only thing I'm showing that you have as far as office visits go and you get 4 a year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you also have, and, and this may help you if they don't do it in the office. You have an outpatient prescription drug benefit of $10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and that would be everything that would cover anything like that would be so you think, OK.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there any, you.
[CUSTOMER][POSITIVE] Oh thank you very much. I think that's all needed.
[AGENT][POSITIVE] You're very welcome, Ms [PII] you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yeah you too thanks bye.