AccountId: 011433970860
ContactId: 36d85edf-5e50-4776-9681-66f9710e2535
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304859 ms
Total Talk Time (AGENT): 135360 ms
Total Talk Time (CUSTOMER): 134933 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/36d85edf-5e50-4776-9681-66f9710e2535_20250401T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling from Pembroke Pink Imaging. I wanna check benefits on a patient to see if she's active.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] Phone number [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 02462875M as in Mary L as in Louis 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's 02462875?
[CUSTOMER][NEUTRAL] And then M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, that's not the.
[AGENT][NEUTRAL] Member's number for this policy 224.
[CUSTOMER][NEUTRAL] That's the number she gave. She's gonna be a new patient. uh, can you give me the correct one so I can fix it?
[AGENT][NEUTRAL] I'm not finding that member name listed under that policy. Could you spell the member's name for me please?
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Sure. Her name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find the members by their name.
[CUSTOMER][NEUTRAL] I know sometimes they give the wrong information. She's gonna be a new patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I have the number that was given was 246-287-5.
[CUSTOMER][NEUTRAL] With that the M and the L at the end, do I take that off?
[AGENT][NEUTRAL] OK, so the last digit is actually a 6 instead of a 5.
[CUSTOMER][NEUTRAL] So after 7, it's, it's uh oh it's a 6? OK.
[AGENT][NEUTRAL] Yes, it's 024.
[AGENT][NEUTRAL] 62
[AGENT][NEUTRAL] 876.
[CUSTOMER][POSITIVE] Ah, look at that, yep, thank you. I changed it.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] Um, I just wanna know, uh, if she's active, right? And what's her max and if she's met anything. She's coming for a breast ultrasound.
[AGENT][NEUTRAL] OK. And is this done within a diagnostic facility? OK.
[CUSTOMER][NEUTRAL] This is a diagnostic center.
[CUSTOMER][NEUTRAL] Yes, without an office visit charge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] And we're in network with you. Thank you so much.
[AGENT][NEUTRAL] You're welcome. And this member would have a primary insurance we're considered their supplemental to their primary, and for this member you're calling in for eligibility and diagnostic benefits. Verification of coverage does not guarantee the payment of the claim. For eligibility, the member is active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Yes, I know, mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For outpatient, the member does have up to $2000 per calendar day that will go towards the primary, yes, it will go towards the primary's deductible, co-insurance, or co-pay. This policy is only for sickness and injury. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, Alda?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has she met anything of the 2000?
[AGENT][NEUTRAL] This is a per calendar day benefit, so it's each day.
[CUSTOMER][NEUTRAL] OK, HD, OK, got it. Only a reference number for the call and we're done.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for the reference, you will use my first name [PII], spelled [PII]
[CUSTOMER][NEUTRAL] To.
[AGENT][NEUTRAL] [PII] last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] I thank you so much. You have a wonderful day we're done. Take care, OK?
[AGENT][POSITIVE] You're welcome. Thank you for call.
[AGENT][POSITIVE] OK, thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.