AccountId: 011433970860
ContactId: 5c85500f-fc80-4cc3-9718-8f5acca33aaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100220 ms
Total Talk Time (AGENT): 42212 ms
Total Talk Time (CUSTOMER): 41252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/5c85500f-fc80-4cc3-9718-8f5acca33aaa_20250113T20:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because we have a patient that's coming in for a test tomorrow that he's responsible for his deductible through the primary, so I'm calling to see what your coverage is for him.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the callback number is [PII] and I'm at [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Showing the policy number to be 01844016 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] So he's coming in for a nerve conduction exam?
[AGENT][NEUTRAL] Is this done within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] Uh, the CPT codes.
[CUSTOMER][NEUTRAL] It's be done in the office.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] So for this policy it is showing that office visits and or procedures are not covered under this policy. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, if I can just have a reference number please.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[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