AccountId: 011433970860
ContactId: 6dc98180-6ca8-4fe5-8116-e2dc949ecd07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145429 ms
Total Talk Time (AGENT): 70940 ms
Total Talk Time (CUSTOMER): 48646 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6dc98180-6ca8-4fe5-8116-e2dc949ecd07_20250219T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a doctor's office just calling um regards benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It is do do do.
[CUSTOMER][NEUTRAL] 02595727
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. Is there a specific benefit that you're needing me to verify?
[CUSTOMER][NEUTRAL] Yes, we're a specialist dermatologists, and I want to know if you cover anything. The second, the primary doesn't.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim for the office visit fee, the member does not have that benefit writer, but for the office procedure, the member does have up to $1000 per calendar year that will cover the primary insurance deductible, co-insurance, or co-pay for the procedure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy is only for sickness and injury. It will not cover preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, so she had a biopsy done today.
[CUSTOMER][NEUTRAL] To have something checked, would that be covered?
[AGENT][NEUTRAL] If it was a procedure when within the office setting that is considered as long as it's for sickness and injury.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. Can I get a reference number?
[AGENT][POSITIVE] You're welcome thank you.
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], which is spelled [PII] last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm.