AccountId: 011433970860
ContactId: 4a095341-3c96-477e-a5ac-14c3829b0cf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141460 ms
Total Talk Time (AGENT): 60928 ms
Total Talk Time (CUSTOMER): 44467 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/4a095341-3c96-477e-a5ac-14c3829b0cf0_20250424T17:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from a provider's office. I just need help in checking eligibility and benefits on one of our patients, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Um, I have here 02064141.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which benefit can I provide?
[CUSTOMER][NEUTRAL] For specialist office visits?
[AGENT][NEUTRAL] OK. Specialist office visit allows $50 per visit, max 4 visits per calendar year.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, just one more question. Will this plan cover the primary insurance copay?
[AGENT][NEUTRAL] That is correct. It has to be attached to the claim.
[CUSTOMER][NEUTRAL] Oh, so it will cover, cover the primary insurance co-pay as well.
[AGENT][NEUTRAL] Yes, this plan will pick up the copays, the co-insurance and our deductibles.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. That's all I need to know. Have a great day. Bye for now.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] May.