AccountId: 011433970860
ContactId: 7749f389-129f-43b1-bc71-941c1ae78e86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203199 ms
Total Talk Time (AGENT): 103516 ms
Total Talk Time (CUSTOMER): 41716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/7749f389-129f-43b1-bc71-941c1ae78e86_20250212T16:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the LVPG OBGYN office to verify IUD benefits for a patient.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02263 032
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII]. OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You said it's for an IUD preventative.
[CUSTOMER][NEUTRAL] Yeah, contraceptive benefits for preventative, yeah.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm. Yeah, this policy does not cover any contraceptives.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] This is a secondary supplemental plan to the major medical, and this is for medical um sickness or accident only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you know what she has primary?
[AGENT][NEUTRAL] She does, um, let me see if it's her primary. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll have to pull the groups, bear with me just a second. It's gonna be a little bit longer.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so this group is using, let's see.
[AGENT][NEUTRAL] Major medical career.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I don't know how to say that one, that's a new one. OK, it's uh G E I S I N G E R?
[CUSTOMER][NEUTRAL] Ginger.
[AGENT][NEUTRAL] Yes, I see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a new one.
[CUSTOMER][NEUTRAL] Do you know what, do you know when the Ginger went into effect?
[AGENT][NEUTRAL] Um, exactly, no, because since this is a group, um, they don't give us all the information. We just only see the major medical carrier, you know, the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But everything else, yeah, needs to be, uh, get, you know, the information needs to be um gathered by them because we don't have actual information about each policy or each member.
[CUSTOMER][POSITIVE] OK, no problem. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][NEUTRAL] Have a
[AGENT][POSITIVE] You too, Miss [PII]. Thank you for calling. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.