AccountId: 011433970860
ContactId: 2f8c86fe-2f77-4f73-ad0a-6d2dcee38612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168089 ms
Total Talk Time (AGENT): 71213 ms
Total Talk Time (CUSTOMER): 58875 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2f8c86fe-2f77-4f73-ad0a-6d2dcee38612_20250506T14:58_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] Good morning. My name is [PII]. I'm calling from the Florida Redland Institute of provider's office. I was trying to confirm, uh, that the patient's plan is still active and the benefits for like a specialist office visit.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 2, yes, uh 02549497.
[AGENT][POSITIVE] Thank you. 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], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] This plan has no office visit benefit, but any treatment received in the office falls under the outpatient calendar year max of $6000.
[CUSTOMER][NEUTRAL] For grading, I sent you that.
[AGENT][NEUTRAL] [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] I did wanna confirm uh last time that we had called, um, we were down that this plan will pick up the charges left over uh like for Medicare, is that right?
[AGENT][NEUTRAL] This follows primary, from whomever their primary is, it will pick up the co-pays, the co-insurance, and or deductibles up to the benefit amount.
[AGENT][NEUTRAL] But it does not follow Medicare.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][POSITIVE] Alrighty perfect um.
[CUSTOMER][NEUTRAL] My last question, is there a way to double check if our doctor is still in network with this plan?
[AGENT][NEUTRAL] There is no network they can utilize any provider.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Uh, if I could get your name with the spelling and then a reference number, I should be all set.
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Great thank you very much for your help and you have a great rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.