AccountId: 011433970860
ContactId: 501e4c2c-cecd-44a0-abb6-5412219ba407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156979 ms
Total Talk Time (AGENT): 73325 ms
Total Talk Time (CUSTOMER): 75199 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/501e4c2c-cecd-44a0-abb6-5412219ba407_20250304T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good Morning [PII]. My name is [PII]. Give me a call with a provider's office trying to verify benefits for a mutual patient, please.
[AGENT][NEUTRAL] I can verify benefits [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Um, yeah, we have 02583421.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be the right number [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [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?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just going, OK, I'm just calling to see how this plan works. Does it cover anything? Does it pick up like co-pays or deductible from the primary, or is it because, uh, we're seeing her for OBGYN services, specialist services. We start for an annual and then we're seeing her for an ultrasound. I just didn't know what the coverage is with this policy.
[AGENT][NEUTRAL] So this plan will pick up the copays, the co-insurance, and our deductibles up to the benefit amount. If there's an office visit, this plan does not have the office visit benefit, but it does have the office treatment benefit.
[AGENT][NEUTRAL] So, any treatments received in the office we'll pick up the copays, the co-insurance, and our deductibles, up to, let's see, this one allows 2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So she's coming in for an ultrasound because she's having an issue with that we consider a treatment. I'm sorry, that is a stupid question.
[AGENT][NEUTRAL] Yes. No, it's not a stupid question. Yes, ma'am. That would be considered the treatment.
[CUSTOMER][NEUTRAL] OK, got it. OK and then is this like from January to December or is it for policy year?
[AGENT][NEUTRAL] It is calendar year.
[CUSTOMER][NEUTRAL] viral.
[CUSTOMER][NEUTRAL] Calling it, got it. And has she used any of her 2500?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Thank you. Alright, thank you so much. If I could please just have a reference number if you don't mind.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that'll be all, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks you too bye.