AccountId: 011433970860
ContactId: 40e4c25e-2f63-4a8f-be55-26d1bc2ee2f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254070 ms
Total Talk Time (AGENT): 96005 ms
Total Talk Time (CUSTOMER): 103906 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/40e4c25e-2f63-4a8f-be55-26d1bc2ee2f7_20250226T21:28_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] Hello, good afternoon. This is [PII]. He last initial [PII], and I would want to check benefits information, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, sure, uh, give me one second.
[CUSTOMER][NEUTRAL] Uh, OK, so policy it's 02145108 M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Uh, absolutely, so that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, yes, so first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] All right, thank you. So I would like to check benefit for PCP office visit, we visit, and uh outpatient benefits, please.
[AGENT][NEUTRAL] OK, this policy has no office visit benefits.
[AGENT][NEUTRAL] This policy has no wellness benefits, and for outpatient calendar year, the policy allows 2500.
[CUSTOMER][NEUTRAL] Alright, thank you, and what kind of services will be under the $2500? I'm sorry.
[AGENT][NEUTRAL] It will be emergency room, any services rendered in the outpatient facility as far as diagnostic testing, outpatient surgeries, anything along that line.
[AGENT][NEUTRAL] Just no office visit.
[CUSTOMER][NEUTRAL] OK, so like the treatments.
[AGENT][NEUTRAL] If it's outpatient, yes.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Urgent care.
[CUSTOMER][NEUTRAL] All right. Thanks so much for that information. Office visits are not covered. Thank you. And lastly, um, may I have the uh claims billing address?
[AGENT][NEUTRAL] Yes, it will be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct, and could you provide me please the policy effective date?
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right, thank you. And lastly, may I have your first name, last NHL, and the card reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Alright, [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Alright, so thanks so much for the information and have a great day. I really appreciate your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] OK, you too. Take care.