AccountId: 011433970860
ContactId: 53c50152-4f52-480c-99a3-a8a375059c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207309 ms
Total Talk Time (AGENT): 79717 ms
Total Talk Time (CUSTOMER): 69619 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/53c50152-4f52-480c-99a3-a8a375059c56_20250506T21:36_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, yes, I'm calling for benefits and eligibility please for one of our patients.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][POSITIVE] Yes, it's gonna be [PII] and I'm so sorry you said your name is?
[AGENT][NEUTRAL] It is [PII], that is spelled [PII]
[AGENT][NEUTRAL] Last initial of [PII] with today's date as the call reference.
[CUSTOMER][POSITIVE] Perfect. My name is [PII]
[CUSTOMER][NEUTRAL] And last initial [PII].
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number of the patient will be.
[CUSTOMER][NEUTRAL] 01611737 M as in Mike L as in Lima 8
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is gonna be [PII].
[CUSTOMER][NEUTRAL] Give me one moment for the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and or benefits for this member?
[CUSTOMER][NEUTRAL] Yes, for office visit and outpatient surgery, please.
[AGENT][NEUTRAL] OK, so for this outpatient surgery, this is considered in the outpatient facility or is this done within an office setting?
[CUSTOMER][NEUTRAL] In an office setting.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII]. For the office procedure benefits, this member does have up to $1500 per calendar year, which that will go towards the primary insurance deductible, co-insurance, or co-pay for this policy that you do not have the office visit fee benefit rider.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, um, and the remain and the, the, how much has the patient accumulated?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] So the plan pays up to 1500 per calendar year.
[AGENT][NEUTRAL] Yes, for the office procedure, not the office visit fee.
[CUSTOMER][NEUTRAL] OK, so the office visit is not covered, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Perfect thank you so much. I truly appreciate it you have a great rest of your um Tuesday and I hope you have a great Wednesday and the rest of your week.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life. You enjoy the rest of your day as well.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] All right.