AccountId: 011433970860
ContactId: 7433151e-a44c-431b-888e-f71bedb179f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152830 ms
Total Talk Time (AGENT): 73009 ms
Total Talk Time (CUSTOMER): 54514 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/7433151e-a44c-431b-888e-f71bedb179f4_20250416T15:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I, I couldn't hear you. Your phone was breaking up in the beginning. I apologize who where am I calling again?
[AGENT][NEUTRAL] This is APL American Public Life Insurance Company, and my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Hi [PII] I'm actually calling from a provider's office just trying to verify patient coverage. Can you help me with that? I wasn't sure of the option. It wasn't.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Yes, I can help you. And may I have your name?
[CUSTOMER][NEUTRAL] Sure, [PII]
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] 025968 I'm sorry 6682.
[AGENT][NEUTRAL] OK, let me just repeat that to confirm. I have that as 02596682.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification. I have it pulled up and you're calling to verify eligibility and benefits?
[CUSTOMER][NEUTRAL] Uh, yes, and also see if he has a specialist copay. He wasn't aware he's not too sure of his plan.
[AGENT][NEUTRAL] OK, uh, this policy shows effective as of [PII] and it shows that it's active for the member. Give me one second to pull up the benefits for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and with this policy there is no deductible copay or co-insurance. We just pay benefits for or repay benefits what is covered under the policy and for a specialist office visit.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Please note verification of benefits provided does not guarantee payment. We will pay $50 per day with a max of 4 days per year. That could be with a PCP or specialist.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right sounds good thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. Take care bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.