AccountId: 011433970860
ContactId: 57d1ff62-a0af-40b9-b52d-4e1e4226d370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213720 ms
Total Talk Time (AGENT): 86041 ms
Total Talk Time (CUSTOMER): 87054 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/57d1ff62-a0af-40b9-b52d-4e1e4226d370_20250508T19:48_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] Hi, my name is [PII], and I'm calling from provider's office. I needed to check, uh, eligibility for a member. Could you help me with that, please?
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number I have is.
[CUSTOMER][NEUTRAL] 01807645
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] member's name I have is [PII] with the date of birth is.
[CUSTOMER][NEUTRAL] Mm, [PII] of, just a moment. The date of birth is just a moment. I can double check one screen.
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, it's [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The [PII], right? And this is for medical, right? Like I'm asking for the medical.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and may I know your name, please?
[AGENT][NEUTRAL] The Medlink.
[CUSTOMER][NEUTRAL] your name, please?
[AGENT][NEUTRAL] It's [PII] Last initial is [PII]
[CUSTOMER][NEUTRAL] Mo, got that.
[CUSTOMER][NEUTRAL] And uh can you tell me like which is the like is is it a secondary payer or a primary payer for the number?
[AGENT][NEUTRAL] This is the secondary. This is their gap policy.
[CUSTOMER][NEUTRAL] OK, it's a gap policy. Got that. And can you tell me that, uh, will it, uh, will it cover like left over by the uh primary payer?
[AGENT][NEUTRAL] That is correct. It will follow the primary and pick up the copays, the co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] OK, I got that. And does it have any office is it copay?
[AGENT][NEUTRAL] Please be advised that verification of coverage does not guarantee the payment of a claim. This plan has $50 for physician's office, I'm sorry, $50 for specialty office, $50 for a physician's office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like the PCP offices that co-pay is $50 right?
[AGENT][NEUTRAL] If it's a specialist, it's $50. A regular primary care, $25.
[CUSTOMER][NEUTRAL] OK, got that. Just a moment.
[CUSTOMER][NEUTRAL] And can you tell me who is the primary payer on the member's plan?
[AGENT][NEUTRAL] We won't know until the claim comes in.
[CUSTOMER][NEUTRAL] You have that information?
[CUSTOMER][NEUTRAL] OK, got it. Can you provide me a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, [PII]. That's all for today. Thanks for the information. Have a good day. Bye-bye. Thank you.
[AGENT][POSITIVE] You're so welcome, [PII], you're welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.