AccountId: 011433970860
ContactId: 338ff8f0-d180-455d-8364-b51748eafc0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246169 ms
Total Talk Time (AGENT): 92103 ms
Total Talk Time (CUSTOMER): 79574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/338ff8f0-d180-455d-8364-b51748eafc0d_20250423T16:53_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] Uh, hi, good morning. This is [PII].
[CUSTOMER][NEUTRAL] I have a question. I want to check the uh eligibility and benefits.
[AGENT][NEUTRAL] OK, I can help you with that, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] [PII] to this direct line.
[AGENT][NEUTRAL] Thank you. Could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh, policy number starting with 023-08242 M like Mary, L like Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]'s date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account. You said eligibility and benefits. Uh, what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, for specialist office is it?
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. I show the policy effective since [PII]. It is still active. Uh, the policy would not cover the physician office visit. If other treatment is rendered in the office, the policy will pay up to $6600 a calendar year.
[CUSTOMER][NEUTRAL] Uh, uh, can you please repeat the what?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] The physician office visit is not covered.
[CUSTOMER][NEUTRAL] Uh, 6000.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] All right. And uh uh maximum benefits?
[AGENT][NEUTRAL] I'm sorry. For other treatment, the maximum calendar year benefit is $6600.
[CUSTOMER][NEUTRAL] Mhm. And the admission amount?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And the memo?
[AGENT][NEUTRAL] Uh, let me check that for you.
[AGENT][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] I show that $1,159.31 has been met.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, uh, uh, just a second. Uh, sorry, can you please, uh, once again repeat the total benefits, 6600?
[AGENT][NEUTRAL] 6600, a calendar year.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, can you please, uh, verify? I have a procedure code. Uh, this procedure code is covered under the member's plan, procedure code Q0138.
[AGENT][NEUTRAL] I do show uh that procedure would be covered under the other treatment.
[CUSTOMER][POSITIVE] Alright, thank you so much. Can I have the reference number?
[AGENT][NEUTRAL] To reference the call, you will use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Not an issue.
[AGENT][NEUTRAL] C as in Charlie.
[CUSTOMER][POSITIVE] OK, thank you so much take care.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Buffalo.