AccountId: 011433970860
ContactId: 6474fc06-0d2c-48bb-bff6-2cac30d42050
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204460 ms
Total Talk Time (AGENT): 71027 ms
Total Talk Time (CUSTOMER): 110878 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6474fc06-0d2c-48bb-bff6-2cac30d42050_20250501T19:00_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, ma'am. I am with the Jenny Stewart Family Health in [PII], and I have, um, Mr. [PII] here, and I am just needing to verify his insurance.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] is [PII] The last name is [PII] and just let me know when you're ready for that callback number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] All right, let me pull this up.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number you want the ID number?
[AGENT][NEUTRAL] Yes, the uh outpatient certificate number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is D4.
[CUSTOMER][NEUTRAL] 2029294
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, what is the patient's last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK. First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, if you could verify his date of birth please.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account. Uh, you did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, yes ma'am, he came in the office he's been in the office twice now and he is a new patient here at Jenny Stewart, and we were trying to get him verified because he's been billed due to the insurance not being verified and I was trying to make sure that he's still eligible because on our end we're unable to check that it is eligible so I just wanna be sure before they continue to bill him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no problem. And let me go ahead and give you his policy number, uh, with us.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] It's 244-814-1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh it looks like his policy has been effective since [PII] and still active. And uh what
[CUSTOMER][NEUTRAL] 225 223.
[AGENT][NEUTRAL] And what type of service was he in for? Is this a physician office visit?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK, so it looks like for his policy, the policy will pay $50 a visit, and he has 4 visits a year to use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, $50 a visit.
[CUSTOMER][NEUTRAL] And he has only 4 through the year to use.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you are are covering some of it just not all of it, got you.
[AGENT][POSITIVE] Correct, that is correct.
[CUSTOMER][POSITIVE] OK, I just want to be sure because he did see a balance on his card as well, so I just want to be make sure that it was correct and he is still eligible for that because we're unable to verify it so I really appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] No problem, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Oh well thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.