AccountId: 011433970860
ContactId: 8780556e-b6c7-4632-92b7-ed4e1d24fc2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142029 ms
Total Talk Time (AGENT): 59706 ms
Total Talk Time (CUSTOMER): 60587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/8780556e-b6c7-4632-92b7-ed4e1d24fc2f_20250430T15:24_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, good morning. This is [PII] with Women's Care Florida. I need to verify if a patient's, uh, insurance plan is still active.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01947648.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and I'm showing that the policy is still active.
[CUSTOMER][NEUTRAL] OK, the only other question I have is because she's coming into a specialist office, does she have a copay for any services?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, this is a policy for secondary gap insurance. What we do is cover the copay, the co-insurance, and the deductible after the primary insurance processes the claim for coverage services, and I'm showing that she has no coverage for um office visits. I'm just showing coverage for inpatient and outpatient hospital.
[CUSTOMER][NEUTRAL] Alright, so this is a secondary insurance only, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Wonderful. Oh, I will note that.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] All right, I went ahead and noted that and I appreciate your time.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am I just needed to make sure it was still an active plan and I didn't know it was a secondary only so you answered that one also.
[AGENT][POSITIVE] Well, I thank you, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Mm thank you.