AccountId: 011433970860
ContactId: 5e1872df-a29d-48e8-a9ff-eebb4967283a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237559 ms
Total Talk Time (AGENT): 95230 ms
Total Talk Time (CUSTOMER): 64118 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5e1872df-a29d-48e8-a9ff-eebb4967283a_20250402T20:40_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] Hello, I'm calling from For Dermatology regarding uh mutual patient for eligibility and benefits.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] So sorry, I just lost it. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 021 0037 M as in mom, L as in Lima 8.
[AGENT][NEUTRAL] And that's 021 0037. Is there another number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Because there's not enough numbers.
[CUSTOMER][NEUTRAL] No, that's what the patient provided. Can I give you a name and date of birth?
[AGENT][NEUTRAL] Yes. May I have the first and last name, please?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So it's a 0 missing after the 7.
[AGENT][NEUTRAL] So that is 02100370.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, I would like to know if this covers um for.
[CUSTOMER][NEUTRAL] Deductible for the primary.
[AGENT][NEUTRAL] OK, so with this, is this for office inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Outpatient specialist office visit.
[AGENT][NEUTRAL] And this is
[AGENT][NEUTRAL] OK, so it's done within an office setting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So in regards to this member policy verification of coverage does not guarantee the payment of the claim. It is showing that it's currently active with the effective date of [PII]. For the benefits for office and or procedure, the member don't have the office visit benefit rider, but for a procedure rendered within an office setting, the member does have up to $1000 per calendar day.
[AGENT][NEUTRAL] Which will go towards the primary insurance deductible, co-insurance, or co-pay for procedures.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness.
[AGENT][NEUTRAL] Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, just a reference number please.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a great day.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life, have a great day as well.
[CUSTOMER][POSITIVE] Thank