AccountId: 011433970860
ContactId: 4d2a2f27-99f0-4a76-aa1b-efcdc5aad9e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158839 ms
Total Talk Time (AGENT): 69390 ms
Total Talk Time (CUSTOMER): 64897 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/4d2a2f27-99f0-4a76-aa1b-efcdc5aad9e1_20250327T15:58_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I just need to get some benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Policy number is 01846266ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, she has Blue Cross Blue Shield as a primary, and you guys, she's using as a secondary, so I would just need to know how you guys pick up.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance and or deductibles up to the benefit amount. Where would the place of service be?
[CUSTOMER][NEUTRAL] It would be in a specialist office.
[AGENT][NEUTRAL] OK, so this plan does have the office treatment, but not the actual office visit benefit.
[AGENT][NEUTRAL] So any treatment would be covered.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Any treatment?
[CUSTOMER][NEUTRAL] Covered
[CUSTOMER][NEUTRAL] But not the visit itself.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, so like she has an $80 copay as her office visit co-pay, you guys would not pick that up.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Covered but not visit.
[AGENT][NEUTRAL] Any treatment received in the office, outpatient per calendar day benefit amount of $500 will pick up the copays for treatment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] Pick up.
[CUSTOMER][NEUTRAL] Up to 5004.
[CUSTOMER][NEUTRAL] OK great and then I just need a reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Great. Thank you so much, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.