AccountId: 011433970860
ContactId: d867cc4a-5a48-4e7f-9d51-7875fe8538dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203320 ms
Total Talk Time (AGENT): 103947 ms
Total Talk Time (CUSTOMER): 111841 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/d867cc4a-5a48-4e7f-9d51-7875fe8538dd_20250508T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for a provider's office to get benefits and uh for a member's plan or.
[AGENT][POSITIVE] Sure, I can assist you with benefits. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] how can I help you?
[CUSTOMER][NEUTRAL] Yes, best call back number would be [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Bocaba, OBGYN.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, her policy number is.
[CUSTOMER][NEUTRAL] 02618921 M as in Mary, L as in Lima, then the number 7.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. May I have the name and date of birth of the patient?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] All right. And you said you're looking for benefits, and this is for a specialist, correct?
[CUSTOMER][NEUTRAL] Um, OK, so as of right now It'd be specialists and specifically maternity. I don't know if you guys go by that, um, but just to see if you guys would cover her as a secondary for maternity.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want to do the [PII]?
[AGENT][NEUTRAL] And before I give you any benefit information, 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. And this is one of our secondary supplemental plans to the major medical. And with this one, OK, so this one doesn't cover any office. It will only cover like for the delivery, and that will be the inpatient. That's $5000 per covered person per calendar year.
[CUSTOMER][NEUTRAL] He has an opportunity where we have an office in yet, but he's coming there on Friday.
[CUSTOMER][NEUTRAL] anything
[CUSTOMER][NEGATIVE] Uh, no, don't have anything.
[CUSTOMER][NEUTRAL] Couple of weeks
[CUSTOMER][NEUTRAL] Like the [PII].
[CUSTOMER][NEUTRAL] If he's not if he's not in focus.
[CUSTOMER][NEUTRAL] For calendar year, OK, so nothing in the office like not even ultrasounds or lab.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No. Mm mm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK perfect and and you said calendar year per calendar year.
[AGENT][NEUTRAL] I've been in office.
[AGENT][NEUTRAL] That is correct per calendar year. Mhm.
[CUSTOMER][NEUTRAL] Got you. Alrighty, I think that's it. Is there anything else that you guys have for like when it comes to specialists or maternity?
[AGENT][NEUTRAL] Um, no, yeah, that will be the only thing unless she, unless she needs to go to an ER or something like that, then she also have that 5000 outpatient benefit, but other than that, I don't, I don't see any other benefits that might help her. Mhm.
[CUSTOMER][POSITIVE] You guys are usually pretty quick and to a point.
[CUSTOMER][NEUTRAL] OK got you.
[CUSTOMER][POSITIVE] Perfect. OK, that is all I need then if I can just get a reference number for our call for today then.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, essentially?
[CUSTOMER][NEUTRAL] Yes, spelling of your name please.
[AGENT][NEUTRAL] Yeah, sure. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect, thank you so much. I really appreciate it. Hope you have a good one.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] OK.