AccountId: 011433970860
ContactId: 68574e9c-0a7e-4c0a-81d0-ac494bed1da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258950 ms
Total Talk Time (AGENT): 98439 ms
Total Talk Time (CUSTOMER): 51960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/68574e9c-0a7e-4c0a-81d0-ac494bed1da5_20250106T18:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was just trying to verify benefits for a patient for diagnostic testing.
[AGENT][POSITIVE] OK, I can help you with that. Could I get a uh callback for you, callback number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, they said that you guys can look it up by ID or name and date of birth.
[CUSTOMER][NEUTRAL] Because I don't have the primary social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] You need
[CUSTOMER][NEUTRAL] Um, the patient's last name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] In the first.
[AGENT][NEUTRAL] OK, and what is the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and let me provide you with their policy number.
[AGENT][NEUTRAL] It is 256-404-0.
[AGENT][NEUTRAL] And [PII], you said this would be for diagnostic testing?
[CUSTOMER][POSITIVE] Correct. And in an office.
[AGENT][NEUTRAL] In a physician office. OK, let me take a look. Let me get those benefits pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Uh, it looks like the policy has been effective since, hold one moment.
[AGENT][NEUTRAL] Policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Um, I show.
[AGENT][NEUTRAL] And you said diagnostic testing done in the physician's office?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for diagnostic testing, it shows the policy pays up to $100 per calendar year towards diagnostic testing.
[CUSTOMER][NEUTRAL] And is the patient eligible for those benefits at this time?
[AGENT][NEUTRAL] At this time, yes, I show that, uh, it has not been, uh, nothing's been accumulated towards that $100 calendar year maximum.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And then I'm assuming that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It hits against the allowable, but which allowable is it?
[AGENT][NEUTRAL] Uh, usual and customary.
[CUSTOMER][NEUTRAL] Oh, just usual and customary?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, just a reference number if you have one.
[AGENT][NEUTRAL] To reference the call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too. All right, bye.