AccountId: 011433970860
ContactId: 0260912b-6136-4e37-b4ba-67b80853e364
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190160 ms
Total Talk Time (AGENT): 86037 ms
Total Talk Time (CUSTOMER): 64720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0260912b-6136-4e37-b4ba-67b80853e364_20250331T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from a dermatology office. I'm trying to get patients, um, benefits and eligibility, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] and it's gonna be [PII] sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Um, A as in apple 523.
[CUSTOMER][NEUTRAL] 2011801.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] I'm so sorry I was reading the other card. I'm so sorry, um, OK, 025.
[CUSTOMER][NEUTRAL] 183
[CUSTOMER][NEUTRAL] 79 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for the wife [PII]. Date of birth [PII].
[AGENT][NEUTRAL] I'm pulling the information up for you now and you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and it does show that they do have an updated policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is 02534032.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, for specialist office visit, um, does, does the secondary insurance cover the copay?
[CUSTOMER][NEUTRAL] Or any procedures or it doesn't cover like for visits for office visits?
[AGENT][NEUTRAL] Pulling that information up for you now.
[AGENT][NEUTRAL] And for the benefits you're welcome. Verification of coverage does not guarantee the payment of the claim. For the office visit fee, the member does not have that benefit, but for the procedure render within an office setting, the member does have up to $1500 per calendar day that will go towards the procedures.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] From the primary deductible co-insurance or co-pay for that procedure. This policy is for sickness and injury only. It does not cover any preventative or wellness. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that was everything I needed. Uh, thank you so much for your help. May I have a reference number for this card just for my notes please and your name?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. You have a great day.
[AGENT][POSITIVE] Same to you and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] Bye bye.