AccountId: 011433970860
ContactId: 71f3c89c-5530-4523-9a7d-b2416d3de80c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191080 ms
Total Talk Time (AGENT): 93231 ms
Total Talk Time (CUSTOMER): 57922 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/71f3c89c-5530-4523-9a7d-b2416d3de80c_20250624T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I am [PII] calling from Medical University of South Carolina, and I was calling to check eligibility on the patient and also get a claims address.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with benefit information. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], no extension.
[AGENT][NEUTRAL] OK. And now I need the policy number, please.
[CUSTOMER][NEUTRAL] I have 203-7527.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I just submit advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active. And is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Um, this is for office visit.
[AGENT][NEUTRAL] OK. Actually, under this policy, there's no coverage for office visits unless it's for a cancer treatment.
[CUSTOMER][NEUTRAL] Yes, uh, let me see, term surgery, uh, hang on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] dermatology, yes, it, it is, it is.
[AGENT][NEUTRAL] OK. Well, then we cover up to, let's see, 5150 per calendar year and that's for the co-pay, the co-insurance, and the deductible after the primary insurance processes the claim.
[CUSTOMER][NEUTRAL] OK, and um, also can I have the claims address please?
[AGENT][NEUTRAL] Um, yes, it's American Public Life.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And that goes to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK great OK um and just one more question if he's the subscriber on the policy or dependent?
[AGENT][NEUTRAL] He's a dependent.
[CUSTOMER][POSITIVE] OK great thank you so much that's all I needed.
[AGENT][NEUTRAL] OK. Well, I thank you, [PII] for calling APL. Um, do you need a reference number?
[CUSTOMER][POSITIVE] Yes ma'am, sure, that'd be great.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you.