AccountId: 011433970860
ContactId: 0e4215b4-6d0c-422e-aada-d18ecf88b945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153839 ms
Total Talk Time (AGENT): 62242 ms
Total Talk Time (CUSTOMER): 66522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/0e4215b4-6d0c-422e-aada-d18ecf88b945_20250121T14:13_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] Hi, good morning. My name is [PII]. I'm calling from the Florida Jordan Spine Institute. I'm calling to see um if a member has coverage for our office and to see if her plan is still active.
[AGENT][NEUTRAL] I can verify eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02271385, M as in Michael, L as in Larry, 8.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Um, area code [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And can you repeat that policy number? It is not pulling up.
[CUSTOMER][NEUTRAL] OK. Policy number 02271385 M as in Mike L as in Larry 8.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Down here like.
[CUSTOMER][NEUTRAL] Yes, uh, first name is, uh, [PII] and last name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And for um an office visit for an injection, is it going to cover um her Medicare, um, well, her co-pay or her deductible?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So yes, this plan will pick up her copays or co-insurance and or deductibles for treatment in the office. Outpatient per calendar day allows $750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] OK, and uh what is your name and a reference number for this call?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much for your help today, [PII].
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, Rose. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.