AccountId: 011433970860
ContactId: 4fdff085-c450-4a1b-893b-486e64362e82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171369 ms
Total Talk Time (AGENT): 73874 ms
Total Talk Time (CUSTOMER): 54491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/4fdff085-c450-4a1b-893b-486e64362e82_20250207T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Doctor [PII] to verify benefits and eligibility.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01611791M as Mary L as Louis 7.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Uh, let me see, no, just general benefits for specialist office.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, I'm pulling that up for you now.
[CUSTOMER][POSITIVE] Oh, I'm, I'm sorry.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For this policy, it is showing that it's currently active. The effective date is [PII]. For this office visit fee, the member does not have that benefit, but for a procedure rendered within an office setting, the member does have up to $1500 per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That will go towards the primary insurance deductible, co-insurance or co-pay for the procedure. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, how much has the patient used?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] That's great. OK, can I please have your name and the reference number?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.