AccountId: 011433970860
ContactId: 2148da4c-3600-4ff8-bc03-65f67cd84917
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192589 ms
Total Talk Time (AGENT): 65694 ms
Total Talk Time (CUSTOMER): 73692 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/2148da4c-3600-4ff8-bc03-65f67cd84917_20250321T12:58_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] Yes, I need to verify benefits.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and the number the car has, it's a group number. Is that the policy number?
[AGENT][NEUTRAL] No, it should say inpatient or outpatient er number.
[CUSTOMER][NEUTRAL] Let me see because I didn't see I I.
[CUSTOMER][NEUTRAL] it's in the car.
[CUSTOMER][NEUTRAL] Um, in the front, there's nothing on the back.
[AGENT][NEUTRAL] I can try the group number.
[CUSTOMER][NEUTRAL] No, it doesn't, it doesn't have any ideas. Interesting. The group number is 15493.
[AGENT][NEUTRAL] And may I have the patient's first and last name?
[CUSTOMER][NEUTRAL] Unless it's, unless it's the outpatient benefit card number, is that that's it?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. OK, 01.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [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 may I, which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Specialist, uh, office visits, uh, she's, uh, I, uh, is the primary.
[AGENT][NEUTRAL] OK, specialist office allows 4 visits per calendar year, $50 per visit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You pay $50 or the patient has to pay?
[AGENT][NEUTRAL] This plan will pick up the co-pay, co-insurance, and our deductible up to $50 per visit.
[CUSTOMER][NEUTRAL] Oh OK, got it.
[CUSTOMER][NEUTRAL] And has she used any of the visits for you?
[AGENT][NEUTRAL] Let me get that pulled up.
[AGENT][NEUTRAL] No visits have been applied for [PII].
[CUSTOMER][NEUTRAL] Nothing. OK. Can I get a call reference?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.