AccountId: 011433970860
ContactId: 2bef4525-f602-442e-953e-b8e0b4a69ea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 89570 ms
Total Talk Time (CUSTOMER): 84975 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/2bef4525-f602-442e-953e-b8e0b4a69ea7_20250514T15:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] Um, you said your name is [PII], um, please spell your name for me.
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK. And could I get a call back, [PII] just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] Uh, I need to know is patient active and will it cover primary insurance deduct uh co-pay, deductible and co-insurance?
[AGENT][NEUTRAL] OK. Yes, ma'am. I can assist you with benefits. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure. It is 02563211, M as in Mike, L as in Lima, and 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And you said that this is for an office visit, a specialist office visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let's see, one moment.
[AGENT][NEUTRAL] OK, I'm showing that for services provided in office, we cover up to 6000 per calendar year and that's for the co-insurance and the deductible after the primary insurance processes the claim, but the co-pay for the office visit is not covered.
[CUSTOMER][NEUTRAL] OK. So you are saying that office visit is covered up to $6000 per year?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] After primary paid, the coinsurance and deductible will be picked by the American Public Life and co-pay for office visit is not covered, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Could you please uh
[CUSTOMER][NEUTRAL] Spell your name for me?
[AGENT][NEUTRAL] Um, it's spelled [PII], and my name is the today the reference number.
[CUSTOMER][NEUTRAL] Um it's spelled
[CUSTOMER][NEUTRAL] Be like picture ID and my last.
[CUSTOMER][NEUTRAL] [PII] like [PII]
[CUSTOMER][NEUTRAL] Uh um.
[CUSTOMER][NEUTRAL] Uh, I am really sorry. Could you please spell it one more time?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And my last
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And [PII] is the last initial, oh sorry, initial to your last name.
[AGENT][NEUTRAL] That
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And what will be our call reference number?
[AGENT][NEUTRAL] My in today's date.
[CUSTOMER][NEUTRAL] Your name and today's date.
[AGENT][NEUTRAL] Yes, that's your reference number.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Yes, ma'am. My name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much. That's all. Have a good day.
[AGENT][POSITIVE] You do the same, ma'am. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] You're the same
[CUSTOMER][POSITIVE] Have a nice
[CUSTOMER][NEUTRAL] But