AccountId: 011433970860
ContactId: 011bd852-65b1-4770-bda2-523737429440
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172580 ms
Total Talk Time (AGENT): 69202 ms
Total Talk Time (CUSTOMER): 87790 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/011bd852-65b1-4770-bda2-523737429440_20250403T13:07_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] Yes, this is [PII]. I'm calling from Texas Health Family Care. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your first name and the policy number?
[CUSTOMER][NEUTRAL] My first name
[CUSTOMER][NEUTRAL] My first name is [PII]
[CUSTOMER][NEUTRAL] The number I have is 022. I mean, let me check. I can't even read my own handwriting this morning, OK.
[CUSTOMER][NEUTRAL] It is I'm sorry, [PII].
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's uh [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name is [PII]. It's [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that info.
[CUSTOMER][NEUTRAL] She's a child.
[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. Which benefits can I provide?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this will just be an office visit.
[AGENT][NEUTRAL] OK, this plan has the office visit treatment, but not the actual office visit. So any treatment received in the office falls under the outpatient calendar year benefit amount of $2000.
[CUSTOMER][NEUTRAL] Did she
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's just treatment received correct?
[AGENT][POSITIVE] Correct. It will pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, copay, coinsurance, and deductibles. OK, and what is the deductible on this account?
[AGENT][NEUTRAL] There is no deductible.
[CUSTOMER][NEUTRAL] OK, so there's no deductible and no out of pocket?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and is there like a reference number or your name or something?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] She has
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No thank you this is great I appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Was she here?
[CUSTOMER][NEUTRAL] You too bye bye.