AccountId: 011433970860
ContactId: d18dbec1-8ed3-4a36-ba8f-2387c6ebd8e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136699 ms
Total Talk Time (AGENT): 52112 ms
Total Talk Time (CUSTOMER): 51698 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/d18dbec1-8ed3-4a36-ba8f-2387c6ebd8e5_20250312T16:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Florida Women Care. I need um eligibility and benefits.
[AGENT][POSITIVE] I'd be happy to assist with eligibility and benefits today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number 02221666 ML 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII].
[AGENT][NEUTRAL] And is this for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient it's for office.
[AGENT][NEUTRAL] I do show the outpatient calendar year max is $3500.
[AGENT][NEUTRAL] And I also show only the treatment and procedures that the visit would be covered, the co-pay associated with the physician's charges would not.
[CUSTOMER][NEUTRAL] OK, um, can you check one a specific CPT code if it's um covered?
[AGENT][NEUTRAL] What's the code?
[CUSTOMER][NEUTRAL] It's 574-54.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's covered at 100%?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, does this patient has any accumulations?
[AGENT][NEUTRAL] Let's see she has you.
[AGENT][NEUTRAL] She hasn't used any she has the full amount available.
[CUSTOMER][NEUTRAL] And this is calendar year, right?
[AGENT][NEUTRAL] Calendar.
[CUSTOMER][NEUTRAL] OK, thank you so much, [PII]. Um, your, it's your name and today's date for the reference number?
[AGENT][NEUTRAL] Yeah, that's the reference number. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Just to get your last name initial, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye