AccountId: 011433970860
ContactId: 3df2147c-7ef2-4db1-8f5a-cc83d148590c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201779 ms
Total Talk Time (AGENT): 105876 ms
Total Talk Time (CUSTOMER): 65159 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/3df2147c-7ef2-4db1-8f5a-cc83d148590c_20250321T16:33_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] Hi, I'm calling from a uh provider's office and I'm needing to verify if this plan requires authorization and the benefits for radiation therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For radiation therapy.
[AGENT][NEUTRAL] OK. OK, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02244903.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for verifying the account.
[AGENT][NEUTRAL] OK, and you just say benefits for radiation therapy. Uh, please be advised verifying benefits is not guaranteed payment. Uh, this policy, uh, does not require uh pre-authorization. Um, I also show the policy would not cover, uh, radiation therapy.
[CUSTOMER][NEUTRAL] OK, and there's no coverage for radiation therapy as a secondary?
[AGENT][NEUTRAL] No, this is a supplemental gap policy and um
[AGENT][NEGATIVE] I do not show that they have a cancer writer on here, which would cover, if he had a cancer writer, it would cover the radiation therapy, but this policy does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name [PII]
[AGENT][NEUTRAL] And today's date.
[AGENT][NEUTRAL] And is there anything else I can help you with, uh, [PII]?
[CUSTOMER][NEUTRAL] Um, I don't think so. Just one more question, um, on this supplemental gap policy, this is through his employer, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm just making sure because he's gonna ask me a bunch of questions I call me back.
[AGENT][NEGATIVE] Oh, OK. Yeah. Um, if he had the cancer writer on there, we would cover chemo radiation therapy, but this policy does not.
[CUSTOMER][NEUTRAL] Uh, he thinks he's covered.
[CUSTOMER][NEUTRAL] OK, is that cancer writer something that the employer opted out of? Is that what you're saying?
[AGENT][NEUTRAL] Um, I'm not
[AGENT][NEUTRAL] It's usually for the group, so I would assume, I don't know if that was something he could have added on or if they did not even offer it to his group.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] That would be something he would have to, you know, speak with his HR department about it could be an option that it can be added. I don't know if it can be added now it may not be able to be added until like open enrollment, but I'm not sure if that's even an option that the employer gave them.
[CUSTOMER][NEUTRAL] OK, got you that makes
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Got you, OK, I understand what you're saying.
[CUSTOMER][POSITIVE] All right, well, [PII], thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.