AccountId: 011433970860
ContactId: 81ba06fd-943e-4a39-8be8-fa676629eacc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145520 ms
Total Talk Time (AGENT): 71970 ms
Total Talk Time (CUSTOMER): 50079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/81ba06fd-943e-4a39-8be8-fa676629eacc_20250605T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Doctor [PII]'s office. Good morning. I need, um, benefits on patients gap plan, please.
[AGENT][NEUTRAL] OK, may I please have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02597286.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, the patient has a deductible with the um primary plan, so any procedures rendered in the office would be subject to the deductible. So does this gap plan cover procedures that are rendered in the doctor's office?
[AGENT][NEUTRAL] OK, so you're calling in for office bene benefits. I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For the office procedure benefits, the member does have up to $6000 per calendar year that will go towards the primary insurance deductible, co-insurance or co-pay for the procedure only. If the member does have an office visit fee, this policy does not cover the office fee benefit.
[CUSTOMER][NEUTRAL] OK, so let me have a reference number for the call. The patient does have benefits for the procedures rendered in the office. One moment. What's the reference number?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of H and today.
[CUSTOMER][NEUTRAL] T E R I K A.
[AGENT][NEUTRAL] It is spelled.
[CUSTOMER][NEUTRAL] C E R I K A and then H.
[AGENT][NEUTRAL] It is spelled T E R R.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] K I A. Yes, and with the last initial of H in today's date. But let me inform you as well, for this member, it does not cover any preventative or wellness. It only covers sickness and injury.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the procedures in the office. OK, thank you.
[AGENT][POSITIVE] Yes, you're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] All right bye bye thank you bye bye.