AccountId: 011433970860
ContactId: 79867eda-79f1-4031-a974-9585f91e0ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141970 ms
Total Talk Time (AGENT): 36696 ms
Total Talk Time (CUSTOMER): 57420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/79867eda-79f1-4031-a974-9585f91e0ca5_20250204T21:21_UTC.wav
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[AGENT][NEUTRAL] Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from an office, um, a specialist office. I have a patient here that has American Public Life as her secondary insurance, and I wanted to verify eligibility and benefits.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 72364.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, so, um, she's being seen at a specialist gynecologist's office for an IUD insert.
[CUSTOMER][NEUTRAL] So an intra vaginal device insert.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And in regards to this policy, it is only due to sickness or injury. We do not cover any preventative or wellness or no type of birth control or contraceptives.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] So she has a, a co-pay from her primary insurance you guys wouldn't be able to cover that co-pay, right?
[AGENT][NEUTRAL] We don't cover for that.
[AGENT][NEUTRAL] Procedure that you called in regards to?
[CUSTOMER][NEUTRAL] For for the
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] That's all I needed.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.