AccountId: 011433970860
ContactId: 2c08508d-16bb-4a41-ae59-e7604039c6f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170240 ms
Total Talk Time (AGENT): 75909 ms
Total Talk Time (CUSTOMER): 91423 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2c08508d-16bb-4a41-ae59-e7604039c6f0_20250424T20:06_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] Hi [PII], um, I'm calling from Orlando Health Orthopedic. Um, I have a patient that checked in here and he added, um, he gave me this card as like a secondary insurance. I was just calling to see what is this insurance under as far as like pulling it up in the system because I have American Public Life, but I'm not sure if that's like under Cigna or what, what kind of insurance it is.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can take a look at it for you. Can I get your uh name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] S. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, let me see, coverage.
[CUSTOMER][NEUTRAL] And hospital benefit. I'm trying to see because it says APL insured.
[AGENT][NEUTRAL] It's the outpatient certificate number.
[CUSTOMER][NEUTRAL] Oh page, OK, is it in hospital benefits cert number?
[AGENT][NEUTRAL] That one's fine too.
[CUSTOMER][NEUTRAL] OK. 01.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 90.
[CUSTOMER][NEUTRAL] 92
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name, hold on a second, is [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII]. It's under [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying the account and uh what did you say he came in for today? Is this an outpatient?
[CUSTOMER][NEUTRAL] He came in, yes, the outpatient orthopedic office, and he came in to be seen for his wrist. Yeah, mhm, specialist for the left wrist. Mhm.
[AGENT][NEUTRAL] So it's the physician's office.
[AGENT][NEUTRAL] OK, a doctor's visit. OK.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guarantee payment. So, uh, this policy is a supplemental gap policy. It does pay secondary to his major medical.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for physician, uh, office visits, he does not have benefits for the office visit, uh, patient responsibility. However, if other treatment is rendered in the office and there's patient responsibility applied to the other treatment, the policy will pay up to $500 a day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for as far as the copay because he has signal as his primary, so.
[AGENT][NEUTRAL] OK, it would not pay for any services, uh, it would not pay for the physician office visit.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] All right, so he has to pay for that. OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, thank you. Mm, no, ma'am, and that's all I needed to know.
[AGENT][POSITIVE] OK. You have a wonderful day, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too. All right, bye bye.