AccountId: 011433970860
ContactId: d78c0be5-600d-4355-87ee-b289bbb0c026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317049 ms
Total Talk Time (AGENT): 115587 ms
Total Talk Time (CUSTOMER): 164829 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d78c0be5-600d-4355-87ee-b289bbb0c026_20250530T12:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling from um Florida Women's Care, and I'm calling to find out if a patient has insurance with you and does she have coverage?
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02627422 ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] For um OB Global.
[AGENT][NEUTRAL] Inpatient, outpatient, office visits?
[CUSTOMER][NEUTRAL] Um, it would be for in, I'm sorry, it would be for, um, provider in the office and diagnostic ultrasounds.
[CUSTOMER][NEUTRAL] Um, done in the, the specialist office and a inpatient provider visit for delivery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so inpatient per calendar year allows 2500.
[AGENT][NEUTRAL] Any outpatient services allows $1250. That also includes any treatment received in the office. This plan has no office visit benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So has she met her 12:50?
[AGENT][NEGATIVE] No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] OK, um, so is this just basically like um when she goes into the office they will um.
[CUSTOMER][NEUTRAL] When we go to file the claims at the end of her um.
[CUSTOMER][NEUTRAL] Oh my gosh, thank God it's Friday, um, when she goes in to see us, it's just basically going to cover.
[CUSTOMER][NEUTRAL] Whatever up to the amount of 120, 1250.
[AGENT][NEUTRAL] Yes, this will pick up the co-pays, the co-insurance, and or deductibles. It follows her primary.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, um, can you tell me where she come in just gave us a number didn't give us a card, so I have like no information on where the claim should go to.
[AGENT][NEUTRAL] Yes, ma'am. They are going to American Public Life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK and do you have like a um.
[CUSTOMER][NEUTRAL] A um.
[CUSTOMER][NEUTRAL] Oh my gosh, um, like a, a certain, um, there's a code, you know, that, that, that for the um.
[CUSTOMER][POSITIVE] Providers to send thank you oh my [PII] yes.
[AGENT][NEUTRAL] The payer ID?
[AGENT][NEUTRAL] Electronic, yes, ma'am. It's OK. It's Friday. It's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I don't know what is going on.
[AGENT][NEUTRAL] It is 60801.
[AGENT][NEUTRAL] It's Friday, it's OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh my God, I just, I don't know what's going on with me. Alrighty, so she has 12:50. OK, um.
[CUSTOMER][NEUTRAL] And I apologize, I didn't catch your name.
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you give reference numbers or just your name?
[AGENT][NEUTRAL] It will be my name along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] I don't think so. I, I need help. No, I'm kidding. Thank you so much, [PII].
[AGENT][POSITIVE] [PII], you're so welcome.
[CUSTOMER][POSITIVE] I hope you have a wonderful day.
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling American Public Life. Have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] OK, have a good one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too. Bye-bye.