AccountId: 011433970860
ContactId: 7d7207ce-e572-469b-a1c9-d29d5932bad3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148139 ms
Total Talk Time (AGENT): 85108 ms
Total Talk Time (CUSTOMER): 38029 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7d7207ce-e572-469b-a1c9-d29d5932bad3_20250109T16:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Florida Women Care.
[AGENT][POSITIVE] Hi [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Good, I need eligibility and benefits.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's uh [PII] uh sorry, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 02352396 MLH.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Um, I need an office visit and ultrasound on an office.
[AGENT][NEUTRAL] OK. So for this policy, um, their outpatient benefit is up to $750 per calendar day. So each day they have that balance to use. So the policy itself doesn't have any coverage for an office setting. However, um, she also has the office treatment rider.
[AGENT][NEUTRAL] So any treatment that's done in the office or procedures, um, diagnostic testing, anything in the office as long as it's not cosmetic, could be covered um with that rider up to that $750 per day.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Per day. OK, thank you so much. Can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. So that's [PII], first initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day and [PII].
[CUSTOMER][POSITIVE] [PII] to you too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.