AccountId: 011433970860
ContactId: 698f0d2b-5f24-4f67-a4ec-e6837d63c228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299350 ms
Total Talk Time (AGENT): 118606 ms
Total Talk Time (CUSTOMER): 85827 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/698f0d2b-5f24-4f67-a4ec-e6837d63c228_20250228T20:08_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] Hi man, this is [PII] here calling from Servicing provider's office. I would like to know the patient's eligibility and benefits.
[AGENT][NEUTRAL] I'm sorry, can you please repeat that?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling from servicing provider's office. I would like to know the patient's eligibility and benefits.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah, of course, uh, policy number is going to be like uh
[CUSTOMER][NEUTRAL] 01822969.
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[CUSTOMER][NEUTRAL] So our callback number is going to be like uh [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient name is going to be [PII] and date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] One moment, I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The AA policy number will be 02564328.
[AGENT][NEUTRAL] Policies effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking for DMA benefits.
[AGENT][NEUTRAL] DME
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That will be under the outpatient, outpatient calendar year allows $7350.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What other information can I provide for you today?
[CUSTOMER][NEUTRAL] OK, what is the insurance for the, uh, I'm sorry, what is the insurance for the second plan?
[AGENT][NEUTRAL] I'm sorry, what is the claim form?
[CUSTOMER][NEUTRAL] No, what is the coinsurance, coinsurance for this plan?
[AGENT][NEUTRAL] There's, there's no co-insurance. This plan picks up the copays, the co-insurance, and our deductible up to the $7350.
[CUSTOMER][NEUTRAL] How much for has been made?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, got it. Uh.
[CUSTOMER][NEUTRAL] May I know the group number?
[AGENT][NEUTRAL] Yes. Group number is 15592.
[CUSTOMER][NEUTRAL] What is the plant type?
[AGENT][NEUTRAL] This is a Metlink plan.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Metlink, M E D L I N K. This is their secondary policy.
[CUSTOMER][NEUTRAL] Metli plan. OK.
[CUSTOMER][NEUTRAL] What is the time limit?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][NEUTRAL] You have electronic period.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, do you know the electronic pay ID?
[AGENT][NEUTRAL] The electronic payer ID is 60801.
[CUSTOMER][NEUTRAL] May I get the client's mailing address?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, how do you spell out your name with your last name initial?
[AGENT][NEUTRAL] [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for helping me in this case. Have a beautiful day. Oh, I just missed out to ask you one thing. Uh, what do you guys cover the Part B?
[AGENT][NEUTRAL] Would we cover the, I'm sorry?
[CUSTOMER][NEUTRAL] You guys cover the Part B deductible?
[AGENT][NEUTRAL] Yes, the deductible, the co-pays, and co-insurance.
[CUSTOMER][NEUTRAL] OK, got it. Uh.
[CUSTOMER][POSITIVE] Well, thank you. Thank you so much for your help. Have a great day.
[AGENT][POSITIVE] Well, you're so welcome. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yes. Bye-bye.