AccountId: 011433970860
ContactId: fe5c9fda-5800-4455-b263-7e6eab421d9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199559 ms
Total Talk Time (AGENT): 85583 ms
Total Talk Time (CUSTOMER): 50251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fe5c9fda-5800-4455-b263-7e6eab421d9b_20250506T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Florida Women's Care. The cost is patient policy is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient. [PII]. Can I please get your call back number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII], policy number is 0195.
[CUSTOMER][NEUTRAL] 0933.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. Let me look that up real quick. I do see that [PII] does have an active policy with us, and the effective date is [PII].
[CUSTOMER][NEUTRAL] So she is active and for her um
[CUSTOMER][NEUTRAL] Well, a specialist officer co-pay 0.
[AGENT][NEUTRAL] Uh, this is just to verify benefits. It's not a guarantee of payment. She does have an, uh, policy that does help with deductible, co-pay and co-insurance. She has an outpatient calendar year benefit amount of $1500 and let me double check to make sure that she has office visits.
[AGENT][NEUTRAL] It's gonna be just a moment while I pull in the policy certificate.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] OK, uh, this policy does not include office visits.
[CUSTOMER][NEUTRAL] It doesn't? So she's responsible for her own.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Oh, we don't
[CUSTOMER][NEUTRAL] Uh I know that.
[AGENT][NEUTRAL] We don't give patient responsibility now she can have the treatment in the office, but it does not cover the physician office visit fee.
[CUSTOMER][NEUTRAL] OK, so you don't cover, you don't cover off. OK, alright, um, what was your name again?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][POSITIVE] Sure. All right, [PII], can I get a reference number for our call, please? Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and you can use my name and today's date.
[CUSTOMER][POSITIVE] Perfect thanks again have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day too, Ms. [PII], and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye