AccountId: 011433970860
ContactId: 46bfa2c4-3c58-46fe-b0a4-f2af1322cf98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117919 ms
Total Talk Time (AGENT): 60378 ms
Total Talk Time (CUSTOMER): 55241 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/46bfa2c4-3c58-46fe-b0a4-f2af1322cf98_20250214T14:48_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] Yes, hi, I'm calling from Doctor [PII]'s office, and I need benefits on patients gap plan.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, could I get a callback number for you please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you and could I get your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02255824 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say benefits today. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Well, he has a um deductible with his primary plan. So if the doctor does decide to do a biopsy, a surgical procedure, it will go towards the deductible.
[AGENT][NEUTRAL] OK, and where is the service? Where is this? OK, uh, please be advised verifying benefits is not guarantee payment. Uh, I show the policy been effective since [PII] and still active. This policy does not cover any services in the physician's office.
[CUSTOMER][NEUTRAL] Could you tell me if patient in the office?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I think that
[CUSTOMER][NEUTRAL] So it doesn't cover procedures in the office, no biopsy, no nothing? OK, it's just for hospital then?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, our outpatient surgical centers.
[CUSTOMER][NEUTRAL] OK, so, um, the, um, specialist office wouldn't be considered outpatient?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so may I have a reference number?
[AGENT][NEUTRAL] To reference the call, you'll use my name and today's date, [PII]
[CUSTOMER][POSITIVE] [PII] and today's date. OK, great. Thank you. All right, great. Thank you too. Bye-bye.
[AGENT][POSITIVE] Correct. You're welcome. Have a wonderful weekend. Thank you for calling APO. Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.