AccountId: 011433970860
ContactId: 377e6529-6638-4db7-ba33-6847c39da8f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140309 ms
Total Talk Time (AGENT): 69114 ms
Total Talk Time (CUSTOMER): 50504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/377e6529-6638-4db7-ba33-6847c39da8f3_20250424T16:04_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] Uh yeah, hi, calling for benefit information.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII]. The patient's ID is 2123551.
[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] 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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it's a doctor's office with the office visit and X-rays and possible like injections done in the office.
[AGENT][NEUTRAL] OK. So office treatment falls under the outpatient calendar year benefit amount of $6650.
[AGENT][NEUTRAL] There is no office visit benefit, so only treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, does he have like a deductible?
[AGENT][NEUTRAL] Let's see, there is a $500 deductible for outpatient.
[CUSTOMER][NEUTRAL] Has he met any of it?
[AGENT][NEUTRAL] One moment I'll verify.
[AGENT][NEUTRAL] The deductible has been met for [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And there's no percentage you'll cover everything after that. He doesn't have to pay like 20% or something.
[AGENT][NEUTRAL] It will go up to the $6650.
[CUSTOMER][POSITIVE] Wonderful. OK, can I get a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you very much for your help.
[AGENT][POSITIVE] Well, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.