AccountId: 011433970860
ContactId: 39c412dd-7ee4-4ab2-a689-ab5445012014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223240 ms
Total Talk Time (AGENT): 82411 ms
Total Talk Time (CUSTOMER): 61299 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/39c412dd-7ee4-4ab2-a689-ab5445012014_20250618T18:46_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, [PII]. Yeah, I'm calling just to uh check eligibility benefits for one of our patients.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, sure. I have 01828765.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. It's um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, patients will be coming in for
[CUSTOMER][NEUTRAL] Um, an in-office surgery. Just wanted to check what are the benefits.
[AGENT][NEUTRAL] OK, so you're also needing benefits for office procedures?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And I'm pulling that up for you as well.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. The member does have up to $5000 per calendar year, which that will go towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy does have $1000 deductible that the member would have to meet before we would pay the $5000. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, would you happen to know how much has been, um, met already?
[AGENT][NEUTRAL] As of right now, the member has used the total amount of $147.10.
[CUSTOMER][NEUTRAL] So, uh, you, you would have to, um, satisfy $1000 1st.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] He still has an amount of $852.90 that would have to be.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Me before we will pay towards the 5000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And do we have a reference number for this call, ma'am?
[AGENT][NEUTRAL] The reference number would be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right. I think that's all that I need. Thank you so much for your help, ma'am. You do have a good day.
[AGENT][POSITIVE] You, you're welcome and thank you for calling American Public Life. Have a great day as well.