AccountId: 011433970860
ContactId: 754a28d3-0efd-4b39-9993-db63c221f0e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211660 ms
Total Talk Time (AGENT): 90356 ms
Total Talk Time (CUSTOMER): 95409 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/754a28d3-0efd-4b39-9993-db63c221f0e7_20250612T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling or good afternoon. Thanks for calling APL. This is may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from United Banks and basketar uh, centers, just calling to get eligibility and benefit information on one of our members.
[AGENT][POSITIVE] OK, I can verify benefits and eligibility for you, and I'm so sorry, your name is again?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK, thank you. And Ms. [PII], what's that, uh, Lord, my brain just won't work. OK, what's that policy number, please?
[CUSTOMER][NEUTRAL] You OK?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 01826170 M as in Mike, L as in Larry, the number 8.
[AGENT][POSITIVE] OK, thank you so much and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. The patient name is Ms. [PII] is the first name. The last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK. Let's see. I've shown her effective date is [PII]. She is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Yes, ma'am. Is this um
[CUSTOMER][NEUTRAL] Do they have like specialty visit coverage on this plan?
[AGENT][NEUTRAL] Uh, no, ma'am. Office visits are not covered under the policy. However, the patient does have a writer. It covers procedures in the office. If those procedures are for sickness or an injury, and it covers as an outpatient, but just not the visit itself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so is this like, um, OK, so is this only for
[CUSTOMER][NEUTRAL] I'm trying to see how to word it out. Do we need to put it on here? So what if, so it's gonna be an office procedure possibility.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Do they have like a copay that they have to pay for that?
[AGENT][NEUTRAL] There is no co-pay or deductible on this policy. Um, this policy is secondary helps with primary deductible co-pay or co-insurance for services outpatient or in hospitals, just not the visit.
[AGENT][NEUTRAL] So if they have a copay, I assume that would be what the primary of uh a lot is a co-pay, but they don't have a copay under this plan.
[CUSTOMER][NEUTRAL] Just not the visit, so just for a hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's the name of this company?
[AGENT][NEUTRAL] American Public Life APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] All right, that's all I needed. And can I have um the spelling of your first name?
[AGENT][NEUTRAL] Yes, ma'am. [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call?
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect, that's all the information that I need.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.