AccountId: 011433970860
ContactId: 65dd3f7a-1bc8-43e9-86c5-2bab891899d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159399 ms
Total Talk Time (AGENT): 72993 ms
Total Talk Time (CUSTOMER): 60586 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/65dd3f7a-1bc8-43e9-86c5-2bab891899d3_20250612T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I'm calling from a doctor's office to check benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it is um 02141791 M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Let me get this. Looks like the active policy number will be 02.
[AGENT][NEUTRAL] 501822
[AGENT][NEUTRAL] This plans factor.
[CUSTOMER][NEUTRAL] I'm sorry, I, I, I, I, I'm sorry. I, I missed that. What's the active uh policy number for the patient?
[AGENT][NEUTRAL] 02501822.
[CUSTOMER][NEUTRAL] OK, no letters, just the numbers.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][POSITIVE] And this plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, I already checked with the insurance, the main insurance, and they told me that the patient has $60 co-payment for a specialist. I wonder if you guys covered that amount.
[AGENT][NEUTRAL] This plan will pick up the copays, co-insurance and or deductible. For a specialist, this plan will pick up $50 per visit, max 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Do you know if she has any accumulation?
[AGENT][NEUTRAL] One moment, I'll verify.
[AGENT][NEUTRAL] No, this has been used for [PII].
[CUSTOMER][POSITIVE] Excellent, so she's able to use some.
[CUSTOMER][NEUTRAL] Mm, OK, [PII], uh, is there any reference number that you can provide it to me or it's just your name and they say?
[AGENT][NEUTRAL] Yes, it will be my name. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Beautiful, thank you very much for your help.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.