AccountId: 011433970860
ContactId: 117f47b2-bdf0-4cb3-877a-6bdd9f98aa0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181199 ms
Total Talk Time (AGENT): 80238 ms
Total Talk Time (CUSTOMER): 55669 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/117f47b2-bdf0-4cb3-877a-6bdd9f98aa0b_20250203T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Doctor [PII]'s office in [PII].
[CUSTOMER][NEUTRAL] And um I have a patient that has insurance through y'all and I was wondering, are y'all umbrellaed under another company or something so that way I can like.
[CUSTOMER][NEUTRAL] Because you're not in our system.
[AGENT][NEUTRAL] Uh, no, I mean, it should be American Public Life. I'm not sure what kind of plan they have. Do you have their policy number? I can look at it?
[CUSTOMER][NEUTRAL] Yes, it's 02563525.
[AGENT][POSITIVE] Alright, thank you so much let me just pull this up because we offer.
[AGENT][NEUTRAL] Like secondary, we offer a limited benefit plan. I'm just not sure. Let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK, the name is [PII] and the birthday is [PII].
[AGENT][NEUTRAL] OK, thank you so much. So the patient's plan is active. The effective date, I don't know if you need that is [PII]. It is a limited benefit hospital indemnity plan. So this just pays a set amount depending upon what the patient's being seen for.
[CUSTOMER][NEUTRAL] OK, um, uh, is there a copay or deductible for a, uh, podiatrist office?
[AGENT][NEUTRAL] No, there shouldn't be. I can give you what the plan will pay towards the visit here. Give me just a second.
[AGENT][NEUTRAL] And then I don't know if you have the card there's a payer ID and all that too.
[CUSTOMER][NEUTRAL] It's this policy certificate number, effective date, medical ID.
[AGENT][NEUTRAL] I can give you uh the claims mailing address and the uh payer ID if you need that also.
[CUSTOMER][NEGATIVE] OK, right now, um, I won't need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the patients allowed, it looks like um 5 visits in a year to see um an office visit and it pays $75 towards the visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but there's no at the time of the visit there's no copay or deductible that would be.
[AGENT][POSITIVE] Correct, that is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][POSITIVE] Alright thank you you too.