AccountId: 011433970860
ContactId: 83f405c4-165c-45cc-b3e2-02f084b00789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152710 ms
Total Talk Time (AGENT): 73155 ms
Total Talk Time (CUSTOMER): 51418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/83f405c4-165c-45cc-b3e2-02f084b00789_20250611T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. I'm calling because I wanted to see what patients that have active coverage with you guys.
[AGENT][NEUTRAL] I can verify eligibility. May I have the policy number?
[CUSTOMER][NEUTRAL] 01482219 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] Let me get this pulled up one moment.
[AGENT][NEUTRAL] The active policy number will be 02464412.
[AGENT][NEUTRAL] This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And I'm sorry, you said the policy number that is active is 02464412, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, patient's gonna do an echocardiogram here in the office, and I just wanted to know if you guys will cover that.
[AGENT][NEUTRAL] Please be advised, please be advised that verification of coverage does not guarantee the payment of a claim. Yes, that will fall under the outpatient benefit amount of $4000. It will pick up the copays, the co-insurance, and our deductibles up to the $4000 for the treatment in the office.
[CUSTOMER][NEUTRAL] That's the co-payment?
[CUSTOMER][NEUTRAL] OK, even
[CUSTOMER][NEUTRAL] Uh, in the office, OK, um.
[CUSTOMER][NEUTRAL] Does the, has the patient accumulated anything towards the um the allowance?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Can I get a reference number, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.