AccountId: 011433970860
ContactId: 47dc0b62-dac3-4b8d-892d-d12faaf218be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117360 ms
Total Talk Time (AGENT): 51720 ms
Total Talk Time (CUSTOMER): 58719 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/47dc0b62-dac3-4b8d-892d-d12faaf218be_20250423T14:48_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Doctor [PII] in [PII]. I'm looking to get exact benefits on a member's insurance coverage.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I can help you with that, [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Direct line [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] I 02545740.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is last name [PII], first name [PII] [PII].
[AGENT][POSITIVE] 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] Mhm.
[CUSTOMER][NEUTRAL] Podiatry office visit.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. His policy with us has been effective since [PII]. It's still active. Um, I do show that this policy would not cover services in the physician's office. It looks like he only has outpatient facility and inpatient benefits.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Outpatient facility.
[CUSTOMER][NEUTRAL] And what else did you say outpatient facility and what?
[AGENT][NEUTRAL] Inpatient facility.
[CUSTOMER][NEUTRAL] Inpatient, got it. So anything facility, anything, um, under, uh, you know what would be considered like Medicare Part B is not gonna be covered.
[CUSTOMER][NEUTRAL] Office visits, um.
[CUSTOMER][NEUTRAL] Yeah, anything in the doctor's office is not covered.
[AGENT][NEUTRAL] Right. Office visits would not be covered, yes.
[CUSTOMER][POSITIVE] Got it. OK, that's what I needed thank you so much for your help today.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APO.
[CUSTOMER][NEUTRAL] OK bye now.
[AGENT][NEUTRAL] Bye bye.