AccountId: 011433970860
ContactId: 130e7ca3-a2dd-440b-9d70-daf3380ec1cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132020 ms
Total Talk Time (AGENT): 63416 ms
Total Talk Time (CUSTOMER): 51800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/130e7ca3-a2dd-440b-9d70-daf3380ec1cc_20250212T20:45_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] Yeah, I was just wondering if I could verify coverage for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII] is mine.
[CUSTOMER][NEUTRAL] The patient is [PII] and her policy number is 02555933.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, I'm not familiar with your with the insurance company, so does she have any chiropractic coverage on her plan?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. So she does have the office treatment which falls under the outpatient calendar year of [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So that's 2025 for outpatient benefits.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] $2,025 they will pick up the co-pays, the co-insurance, and our deductible up to.
[CUSTOMER][NEUTRAL] Up to that amount.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, what's her deductible?
[AGENT][NEUTRAL] There's no deductible on this policy? Correct.
[CUSTOMER][NEUTRAL] No deductible, OK.
[CUSTOMER][NEUTRAL] And so if they pick that up, does she have a copay or a co-insurance? Does she have a portion?
[AGENT][NEUTRAL] No, ma'am. This is her secondary or gap plan, so it follows her primary.
[CUSTOMER][NEUTRAL] Oh, OK, she, I think she is confused on that, so this is her secondary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK great thank you very much.
[AGENT][POSITIVE] [PII], you are so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye.