AccountId: 011433970860
ContactId: 4eaa1df3-4bd2-4b63-99ce-1befa6d0887a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178589 ms
Total Talk Time (AGENT): 60439 ms
Total Talk Time (CUSTOMER): 85015 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/4eaa1df3-4bd2-4b63-99ce-1befa6d0887a_20250520T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Health Link in [PII], um.
[CUSTOMER][NEUTRAL] Is I can say we're having some confusion on uh patients eligibility and benefits and I didn't know if I could have that faxed to our office.
[AGENT][NEUTRAL] I will have to pull this policy up to see what type of policy they have. May I please have a callback number?
[CUSTOMER][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02618004.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. Now with this policy we have no way of submitting in a documentation stating the eligibility. We can only verify that over the phone.
[CUSTOMER][NEUTRAL] Oh, OK, so it is active right now, right?
[AGENT][NEUTRAL] It is showing that the policy is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] OK, now if he were to like if we order blood work and he takes it to the hospital or if is there a certain company he can go through to where insurance pays or doesn't pay?
[AGENT][NEUTRAL] With this policy, it is not considered an in or out of network. It is a limited benefit policy, which is a contracted amount.
[CUSTOMER][NEUTRAL] Oh, OK, um, so if we were to draw blood work in the office and send it to Quest, it would cover up to a certain amount?
[AGENT][NEUTRAL] Yes, it will cover.
[CUSTOMER][NEUTRAL] There's no deductible or anything.
[AGENT][NEUTRAL] We don't have a deductible for this policy. It's just a limited amount that we will pay out. And then if there's anything left over, then that is considered patient's responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that is what I was needing to know.
[AGENT][NEUTRAL] OK. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Well, I do wanna thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you bye.