AccountId: 011433970860
ContactId: 34abc27b-4539-4ca0-8c27-0b09cf2c92ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118019 ms
Total Talk Time (AGENT): 59897 ms
Total Talk Time (CUSTOMER): 57478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/34abc27b-4539-4ca0-8c27-0b09cf2c92ec_20250128T16:55_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] Hi, I'm calling from Castrama. Um, it's to check, um, benefits for, uh, patients gap insurance.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I have a group number and I also have an outpatient benefits cert number. Can I give you that?
[AGENT][NEUTRAL] The outpatient number, please?
[CUSTOMER][NEUTRAL] OK, it's gonna be 02500.
[CUSTOMER][NEUTRAL] 284 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I just wanted to know if this insurance covers the patient's primary insurance copay.
[AGENT][NEUTRAL] Where would the place of service be? The office, outpatient, inpatient?
[CUSTOMER][NEUTRAL] It's office, it's an office.
[AGENT][NEUTRAL] OK, so this plan will pick up any treatment in the office, but not the actual office visit itself.
[CUSTOMER][NEUTRAL] For specialist mhm.
[CUSTOMER][NEUTRAL] Not the visit, OK.
[AGENT][NEUTRAL] So any treatment received in the office falls under the outpatient per calendar day benefit amount of 1500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect then thank you so much is there a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Um, that was it. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.