AccountId: 011433970860
ContactId: d5b3ca72-e9c8-4c1b-962d-5c703074cd64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183470 ms
Total Talk Time (AGENT): 53445 ms
Total Talk Time (CUSTOMER): 80352 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d5b3ca72-e9c8-4c1b-962d-5c703074cd64_20250530T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from South Georgia Pediatrics to get some.
[CUSTOMER][NEUTRAL] Um, verification on some insurance for some children.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes it's 02469142.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, the number I'm calling about is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, um, also what does, um.
[CUSTOMER][NEUTRAL] Does it cover office visits or do they have to pay for office visits?
[AGENT][NEUTRAL] Um, let me see, hold on one moment.
[CUSTOMER][NEUTRAL] Actually, let me just do this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll just verify the information that I have here. So it says health checks, immunizations, flu shots are covered for tier $175 tier 2 is $50 tier 3 $100.01 per year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, office visit says you guys pay $75 for 6 visits and then mom pays $25.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Specialties they don't need a referral.
[AGENT][POSITIVE] That's right. No referral needed.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Lab is Labor or quest.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then strep flu or COVID tests are covered under the $75.
[AGENT][NEUTRAL] Correct, whatever, uh-huh.
[CUSTOMER][NEUTRAL] OK, that's all I need.
[AGENT][NEUTRAL] Alrighty, well, just for the call, all the information provided was a verification of benefits, not a guarantee of payment. And was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all I appreciate it.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.