AccountId: 011433970860
ContactId: 01372286-bbce-49ed-ac6a-27786eb3cd7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315049 ms
Total Talk Time (AGENT): 97746 ms
Total Talk Time (CUSTOMER): 101428 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/01372286-bbce-49ed-ac6a-27786eb3cd7f_20250506T18:10_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] Um, hi, uh, good afternoon, [PII]. I would just like to get benefit information for two of our patients.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Uh, I'm a provider. My name is [PII]. Can I also have your um initial [PII]?
[AGENT][NEUTRAL] W
[CUSTOMER][NEUTRAL] W. And what's your question? Policy number, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, policy number.
[CUSTOMER][NEUTRAL] 02616786.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [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. And which benefit can I provide for you today?
[CUSTOMER][NEUTRAL] Uh, specialist office visit. Is it covered?
[AGENT][NEGATIVE] Office visit is not covered under this plan.
[CUSTOMER][NEUTRAL] Um, is there like an outpatient benefits maximum?
[AGENT][NEUTRAL] Yes, for outpatient, the benefit allows per calendar day $500.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] 500 again, sorry.
[AGENT][NEUTRAL] Per day.
[AGENT][NEUTRAL] For outpatient.
[CUSTOMER][NEUTRAL] Max
[CUSTOMER][NEUTRAL] All right. $500 per day.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What, what's the reference number for this call?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Today's date.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can I um have another patient?
[AGENT][NEUTRAL] Yes, ma'am. One moment.
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] 01887386 Mama Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Same question, specialist office visit.
[AGENT][NEUTRAL] OK, this policy does not have the specialist office visit. It does have the office treatment as well as the first plan. It has office treatment, but no office visit benefits.
[CUSTOMER][NEUTRAL] What's the outpatient benefit maximum?
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[CUSTOMER][NEUTRAL] 1000.
[CUSTOMER][NEUTRAL] What's the accumulation?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] $50 has been applied for 2025.
[CUSTOMER][NEUTRAL] 550.
[AGENT][NEUTRAL] 50. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, what's the, is there like a group number? What's the group number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Group number is 17237.
[CUSTOMER][NEUTRAL] When is the effective date of the plan?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][POSITIVE] Alright, that's all for today, [PII]. Thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.