AccountId: 011433970860
ContactId: 54f39d80-5bf7-42f4-845a-6d0a7d221a37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144380 ms
Total Talk Time (AGENT): 63967 ms
Total Talk Time (CUSTOMER): 46204 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/54f39d80-5bf7-42f4-845a-6d0a7d221a37_20250414T18:15_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, this is [PII] from Doctor [PII]'s office. I'm just calling to see if this patient, um, is active with the coverage they have.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] It is 9:03.
[CUSTOMER][NEUTRAL] 6944863
[CUSTOMER][NEUTRAL] And then their ID number is 02597080.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility for sharing. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] This, um, I just wanna make sure that is like she is covered for like seeing a specialist like cardiology, right?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][POSITIVE] And I'm pulling those benefits up for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for office benefits verification of coverage does not guarantee the payment of the claim. The member does have up to $75 per day with a maximum of 6 days per calendar year. That $75 that we will pay out once that $75 is paid, if there's any balance that is left over, that is considered as patients responsibility. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, so does she have a copay or no, she'll just have to pay the remaining balance?
[AGENT][NEUTRAL] No, this policy is an indemnity policy, which is a limited benefit.
[CUSTOMER][POSITIVE] Alright, alrighty, sounds good thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.