AccountId: 011433970860
ContactId: 1b58efdc-8de6-4377-a1d7-5ace87c8578a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246899 ms
Total Talk Time (AGENT): 113624 ms
Total Talk Time (CUSTOMER): 85248 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/1b58efdc-8de6-4377-a1d7-5ace87c8578a_20250529T14:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is, um, my name is [PII]. I'm with Austin Regional Clinic registration. I was calling to um to verify patients.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Eligibility and benefits. I'm tired.
[AGENT][NEUTRAL] Oh, OK, no, that's.
[AGENT][NEUTRAL] We're almost there, one more day.
[CUSTOMER][NEUTRAL] I couldn't think.
[AGENT][NEUTRAL] OK, [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It is 026.
[CUSTOMER][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] 03.
[AGENT][NEUTRAL] OK, patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his date of birth.
[CUSTOMER][NEUTRAL] Oh yeah, [PII]. I need to go home, of course.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And you're uh checking benefits today?
[CUSTOMER][POSITIVE] Yes, eligibility and benefits, yes.
[AGENT][NEUTRAL] OK, and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, PCP um.
[AGENT][NEUTRAL] Physician visit.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits is not guaranteed payment. His policy with us has been effective since [PII]. It is still active. For a physician visit, the policy pays $50 a visit and the patient has 4 visits a year to use.
[CUSTOMER][NEUTRAL] Any specialty um co-pays?
[AGENT][NEUTRAL] No, it is a limited medical plan, so it is a flat rate of $50 a visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 50 for the specialty and the PCP? Mm, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and what is the name of the insurance?
[AGENT][NEUTRAL] Uh, it is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the network?
[AGENT][NEUTRAL] Uh, so, uh, this is a non-contracted policy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] But to uh apply any discounts to uh their claims if needed, uh, you would go through multi-plan for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said to apply what again?
[AGENT][NEUTRAL] Uh, if you need to apply discounts to their claims, uh, you will go through multi-plan.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the claims address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And is there a group number?
[AGENT][NEUTRAL] Yes, let me get that.
[AGENT][NEUTRAL] Group number is 70101.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then can I get your name and a reference number please if you have one?
[AGENT][NEUTRAL] To re, OK, to reference the call, you will use my name and today's date and it's spelled [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] I believe that is all I need from you.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Of course bye.