AccountId: 011433970860
ContactId: badcc2e2-f680-47ca-92a4-88aadea1ef4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199550 ms
Total Talk Time (AGENT): 110021 ms
Total Talk Time (CUSTOMER): 37154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/badcc2e2-f680-47ca-92a4-88aadea1ef4a_20250219T14:24_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to verify benefits.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And um Miss [PII], where are you calling from? What's the name of the facility?
[CUSTOMER][NEUTRAL] And Med OBGYN.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, let's see, 02286669.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Miss [PII]. Let me check and see if I can find a new policy. This one is terminated. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I did find a new one. Let me know when you're ready for the policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, the new policy number is 02465516.
[AGENT][NEUTRAL] The effective date is [PII] and it is active at the moment. This is one of our secondary supplemental plans to the major medical. And you said you want benefits and this is gonna be for office visit or office procedures or is it preventative?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's a pregnancy maternity.
[AGENT][NEUTRAL] OK, so it's gonna be procedure. All right.
[AGENT][NEUTRAL] OK, before I give you benefits, I need to let you know that this is not a guarantee of payment, just a verification of coverage and that's just a disclaimer. With this one, we have a calendar year maximum of 2000 per covered person per calendar year, and this includes office treatment. Um, let me see if it includes the offices.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so this one does not include the office visit benefit. It just covers like procedures done in the office out of that outpatient maximum, OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, no ma'am, we're good.
[AGENT][POSITIVE] OK, well thank you for calling APR. Have a good day. You're welcome. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Alright you too bye bye.