AccountId: 011433970860
ContactId: 94788586-dff1-40d4-9b78-ddad2020f60a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262850 ms
Total Talk Time (AGENT): 112278 ms
Total Talk Time (CUSTOMER): 93374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/94788586-dff1-40d4-9b78-ddad2020f60a_20250618T21:37_UTC.wav
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[AGENT][NEUTRAL] now
[AGENT][POSITIVE] Thank you. How may I help you today?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. That's [PII], last initial I, and I was calling with the customer support center for Neon on behalf of a provider's office to verify medical coverage benefits, and this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] All right, [PII], go ahead and give me a policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, it's D for Delta 47695632.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers, do you say your certificate number? That's the one I'm needing.
[CUSTOMER][NEUTRAL] Yes, you know.
[CUSTOMER][NEUTRAL] OK, because I, yeah, I was given this number and told that was the correct one. let me see, let's try this one. How about 02596742?
[AGENT][NEUTRAL] That sounds more like it, [PII]. So let me get that pulled in. Let's see, while I'm doing that, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. Now, what's your patient's name and date of birth today, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like she is a dependent on this hospital indemnity plan. I do show the original effective date as [PII]. Patient is current and active, but I must advise that verification of coverage is not a guarantee of payment on the claim, but you did say you're checking for benefits. Is that correct?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, I wanted to verify the benefits for next going on. It's a contraceptive and it's administration, and it'll be done in an outpatient specialist office.
[AGENT][NEUTRAL] All right, for birth control?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All righty. Hang on just a moment and let me get that benefit pack pulled up. Let's see if it's covered or not. So bear with me and hold on just a moment, OK?
[CUSTOMER][POSITIVE] Sure thing, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Wow, yeah.
[AGENT][NEUTRAL] Bear with me, my computer is moving a little slow this afternoon, so bear with me. I think it's moving now, so let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, I'm in no hurry, so take your time.
[AGENT][POSITIVE] All righty. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What's up
[AGENT][NEUTRAL] Uh, checking under this benefit policy. No, ma'am. Birth control of any kind is not covered under this plan.
[CUSTOMER][NEUTRAL] OK, birth control not covered.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm OK and I'm so sorry. I, it kind of broke up in the beginning. um, what is your name and if if I can get a reference number please?
[AGENT][NEUTRAL] Well, we don't give reference numbers, but you can use my name in today's date, [PII], and my name is [PII] and that is spelled [PII]
[CUSTOMER][NEUTRAL] That's how you go.
[CUSTOMER][POSITIVE] OK, and today's date you said alright, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. And is that all that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am, and thanks for calling APO and you have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.