AccountId: 011433970860
ContactId: f3f295bd-a2cf-467b-821d-af683d0289cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140160 ms
Total Talk Time (AGENT): 77225 ms
Total Talk Time (CUSTOMER): 36158 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f3f295bd-a2cf-467b-821d-af683d0289cf_20250131T16:03_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]. This is [PII]. I'm calling from Florida Women Care. I need eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy number 01626372ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active, it's been um effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Office visit and ultrasound done in office.
[AGENT][NEUTRAL] Alright, so for the outpatient benefit, the policy um could pay up to $7000 per calendar year. Um, that does include diagnostic testing in an outpatient facility or an MRI facility, um, and then also the, they have the office treatment rider. So if the diagnostic testing is done in office, um, as well.
[AGENT][NEUTRAL] Well, it could be used for the rider.
[AGENT][NEUTRAL] Office visit itself, like if you're billing for a facility charge, there's no coverage for that, just the treatment.
[CUSTOMER][NEUTRAL] OK. Um, do you have the accumulation?
[AGENT][NEUTRAL] Let's see if she's used any. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For this year she has not used any of her benefits yet.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get a reference number for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. First initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.