AccountId: 011433970860
ContactId: 5f153615-6c0a-40f6-bcda-5bf4a61429c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191960 ms
Total Talk Time (AGENT): 83405 ms
Total Talk Time (CUSTOMER): 55553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5f153615-6c0a-40f6-bcda-5bf4a61429c4_20250529T14:55_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Thank you for calling American For Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, I'm calling from provider office. I just need benefits for one of our patients.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And could I please have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's let me see where it is uh 02357656 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Yes, I just wanna know if um this insurance covers all his copays, deductibles, and any d medical equipment.
[AGENT][NEUTRAL] Is this for, this is for DME coverage or for anything renov in the office?
[CUSTOMER][NEUTRAL] Anything in the office like co-pays, does it cover his deductible and if it covers liked medical equipment if he needs any.
[AGENT][NEUTRAL] OK, so let me make sure I'm getting this right, you're needing to know office visits, office setting benefits, and also DME coverage.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Vocation coverage does not guarantee the payment of the claim. For durable medical equipment and office procedures, this member does have up to $750 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. The office visit fee co-pay, this member does not have that benefit.
[AGENT][NEUTRAL] Now in regards to the DME we do not cover.
[AGENT][NEUTRAL] nipples.
[CUSTOMER][NEUTRAL] OK, and you said the the copay is not included in this, but he would still have to pay the copay, correct?
[AGENT][NEUTRAL] For the office visit fee.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] Um, no, that was all. Can I just have your name and a reference number?
[AGENT][NEUTRAL] Yes, the call reference will be my first name, [PII], which is spelled [PII] in today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you