AccountId: 011433970860
ContactId: 5b532999-deed-4142-81af-e883a9d42b2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151000 ms
Total Talk Time (AGENT): 69831 ms
Total Talk Time (CUSTOMER): 41687 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5b532999-deed-4142-81af-e883a9d42b2e_20250221T17:16_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] I, I don't know if I hit the right option or not. I'm trying to verify eligibility on a patient.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII] option 2.
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy, it is 02460377 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, let me see. Do you take, do you need a CPT code or diagnosis code?
[AGENT][NEUTRAL] No, I'm just needing to know if it's in an office setting, outpatient facility or inpatient.
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] It does show that the policy is currently active. The effective date is [PII]. For outpatient, the member has up to $2500 per calendar year. That will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEGATIVE] This policy is for sickness and injury only. It will not cover any preventative or wellness. And as of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh do they have a deductible or co-insurance amount?
[AGENT][NEUTRAL] This is not their major medical, this is their supplemental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I get a reference number for the call, please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Great, thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too.