AccountId: 011433970860
ContactId: 28482b66-d14b-4836-bbe2-9c3c7d51375c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155820 ms
Total Talk Time (AGENT): 65596 ms
Total Talk Time (CUSTOMER): 54651 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/28482b66-d14b-4836-bbe2-9c3c7d51375c_20250227T19:38_UTC.wav
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[AGENT][NEUTRAL] This [PII].
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is [PII] in customer service. I have um Ms. [PII] calling from a provider's office, checking on eligibility for a patient. Is that something you can help him with, help her with?
[AGENT][NEUTRAL] Yes, may I have a policy number?
[CUSTOMER][NEUTRAL] Mhm, that policy number is 244.
[CUSTOMER][NEUTRAL] 683 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And her callback number?
[CUSTOMER][NEUTRAL] Uh, the same one she's calling from, the one ending in [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hi [PII], my name is [PII], and I'll be happy to assist you today. How are you?
[CUSTOMER][NEUTRAL] Oh, just plug it along here.
[AGENT][NEUTRAL] So you need to verify your eligibility? Yes, ma'am.
[CUSTOMER][NEUTRAL] Keep the head above water.
[CUSTOMER][NEUTRAL] Yes, and check physical therapy coverage details.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised the verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And then for outpatient calendar year, this plan allows $2000.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and our deductibles up to the $2000.
[AGENT][NEUTRAL] And he has used $202 towards his 2025 benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And no prior authorizations required.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Is there a coinsurance percentage?
[AGENT][NEUTRAL] No, ma'am. It all falls under the $2000.
[CUSTOMER][NEUTRAL] Sure, OK, alright, that's all I need except for a call reference if you can do that.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect, thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you.