AccountId: 011433970860
ContactId: 1b003e01-0be6-46a3-ba0f-814ba36addab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155690 ms
Total Talk Time (AGENT): 49031 ms
Total Talk Time (CUSTOMER): 91007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1b003e01-0be6-46a3-ba0f-814ba36addab_20250612T14:19_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, [PII]. My name is [PII], and I'm calling you from a dermatologist's office. I have a patient here who has American Public Life as his gap insurance, and I need you to verify benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yes, so from what I see in his card it says it is 02636923 M as in Mary, L as in Lima and the number 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, his first name is [PII] Last name is gonna be [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So I wanted, so the patient currently that's his um gap insurance for his primary he does have a pretty high deductible and he did a few biopsies in the office and he was wondering if that's something that can be covered under his insurance like under the gap insurance if they'll pay for his copay and his deductible and like what the coverages are.
[AGENT][NEUTRAL] Yes, ma'am. So under this plan.
[AGENT][NEUTRAL] Office treatment falls under the outpatient per calendar day benefit amount of $500.
[CUSTOMER][POSITIVE] OK, perfect, and that's including co-pays.
[AGENT][NEUTRAL] And there's no office.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and or deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, perfect, sounds good. Alrighty, that's pretty much what I wanted to confirm since when we try to run it through our system it didn't go through, so he has up to $500 is that per visit?
[AGENT][NEUTRAL] Per calendar day. So each day he's allowed $500.
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you so much that'll be all.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.