AccountId: 011433970860
ContactId: b2c3581a-d827-47b8-a100-8cde7974c68c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111879 ms
Total Talk Time (AGENT): 66911 ms
Total Talk Time (CUSTOMER): 35976 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/2025/01/10/b2c3581a-d827-47b8-a100-8cde7974c68c_20250110T16:39_UTC.wav
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[AGENT][NEUTRAL] Contacting UPO, my name is. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sorry, I couldn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Florida Women Care.
[AGENT][POSITIVE] Yes, sir. How can I help you?
[CUSTOMER][NEUTRAL] I need eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's 01639192 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much. It looks like the policy went into effect on [PII]. It is current. Now you mentioned benefits. Um, the policy is a secondary or gap insurance that picks up the deductible, co-payment or co-insurance for in and out of hospital settings only. Um, the outpatient benefit is $500 per calendar day. The benefit for inpatient is $3000 per calendar year.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And those are just the verification, the benefits, not a guarantee of payment. Is there anything in particular that I could tell you about the policy besides this benefits?
[CUSTOMER][NEGATIVE] Yes, I was looking for office visit and procedures done in office, so that's not covered.
[AGENT][NEUTRAL] Those are not covered under this policy. This is strictly for uh hospitals.
[CUSTOMER][POSITIVE] Hospitals only. OK, thank you so much, [PII]. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII], and we'll use that in today's date as our reference. [PII], is there anything else at all I can help with?
[CUSTOMER][POSITIVE] No, thank you so much. Have a good day.
[AGENT][POSITIVE] OK, thanks for contacting AP have