AccountId: 011433970860
ContactId: 0759e45f-68aa-4176-80c5-dc1e1e8e361e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163250 ms
Total Talk Time (AGENT): 75660 ms
Total Talk Time (CUSTOMER): 63314 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/0759e45f-68aa-4176-80c5-dc1e1e8e361e_20250509T13:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII], calling from Minors M I N A R S dermatology, um just to get secondary benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, it is that sorry 01663555.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] at [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim. One moment, I'll get this pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The active policy number will be 01896475. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, it's just secondary benefits. Do you guys cover deductible out of pock, um, or just do you guys do for office visit for a specialist?
[AGENT][NEUTRAL] Under this plan, it will pick up the co-pays, the co-insurance and our deductibles up to the benefit amount, but this policy does not have office visit, nor does it have office treatment benefits.
[CUSTOMER][NEUTRAL] OK, and what was the effective date of this policy?
[AGENT][POSITIVE] This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][NEUTRAL] Alright, and if, uh, for my understanding, just to confirm, um, so let's say they have UnitedHealthcare, they have a copay and deductible you guys only cover the deductible for the treatments or procedures or nothing?
[AGENT][NEUTRAL] It will pick up the co-pays, co-insurance, and or deductibles, but in this case, they do not have the office visit or the office treatment benefits. So it won't pick up any of those.
[CUSTOMER][NEUTRAL] OK, that's no problem, hon. And if I can have your name initial to your last name and then reference number for today's date.
[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][POSITIVE] No, that'll be all. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.