AccountId: 011433970860
ContactId: 71dfd50f-d882-4da9-acc1-bd237829e71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151679 ms
Total Talk Time (AGENT): 74909 ms
Total Talk Time (CUSTOMER): 50707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/71dfd50f-d882-4da9-acc1-bd237829e71d_20250613T18:42_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 [PII], this is [PII] with the Jackson Clinic. Um, I need eligibility and benefits on a patient. They presented this as their insurance, OK.
[AGENT][NEUTRAL] I can ver
[AGENT][NEUTRAL] I can verify benefits and eligibility, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 02619113
[AGENT][POSITIVE] Thank you. 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] [PII], um [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] This is a hospital indemnity plan. It is a limited benefit plan. This policy is effective for [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, it is, um, PCP, uh, outpatient.
[AGENT][NEUTRAL] OK, so there are no co-pays on this policy and
[AGENT][NEUTRAL] For the PCP.
[AGENT][NEUTRAL] It doesn't look like they have a uh.
[AGENT][NEUTRAL] Office visit benefits, if there's any surgery.
[AGENT][NEUTRAL] It will allow, but as far as a regular office visit,
[AGENT][NEGATIVE] There's no coverage for a regular office visit.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No coverage so it's strictly hospital only sounds like.
[AGENT][NEUTRAL] Yes, inpatient and outpatient.
[CUSTOMER][MIXED] OK, but not
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] The only benefit for
[CUSTOMER][NEUTRAL] PCP outpatient.
[AGENT][NEUTRAL] Correct. There's a surgery in the physician's office but no normal office visit.
[CUSTOMER][NEUTRAL] OK, so that's not gonna work. OK, that's what I needed to know.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect. Thank you very much. mhm bye bye.
[AGENT][POSITIVE] [PII], you're so welcome. Thank you for calling American Public.