AccountId: 011433970860
ContactId: 69a93e4d-b5bb-4943-99ba-2fa684f94fce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148580 ms
Total Talk Time (AGENT): 68258 ms
Total Talk Time (CUSTOMER): 76154 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/69a93e4d-b5bb-4943-99ba-2fa684f94fce_20250529T15:12_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] Mhm
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I'm with uh TMH physician associates for a doctor's office, and I was trying to see if I can get eligibility benefits uh for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you with that. Hi [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Thank you and the policy number you're calling on?
[CUSTOMER][NEUTRAL] The policy number that I have for the patient is 02107801.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you so much for verifying his policy and you did say today you're calling for benefits and eligibility. um, what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] For a primary care visit a PCP?
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. His policy with us has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I show for a physician visit, the policy would not cover the physician office visit if uh they receive other treatment while in the office, uh, that will pay up to $500 a calendar year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Pay up to 500.
[CUSTOMER][NEUTRAL] Per calendar here.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so what does not cover um the, the office visits, but you say we'll pay up to $500 per calendar year for for like treatments, is that what you mean?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that would be all. Do you provide reference numbers for your phone calls?
[AGENT][NEUTRAL] To reference our call, you will use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, OK, thank you so much. OK, yeah, thank you, you do the same. OK, bye bye.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO.
[AGENT][NEUTRAL] Bye bye.