AccountId: 011433970860
ContactId: 871036ec-f5ad-4df1-a7b1-7ff13fa1a019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163830 ms
Total Talk Time (AGENT): 61930 ms
Total Talk Time (CUSTOMER): 68767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/871036ec-f5ad-4df1-a7b1-7ff13fa1a019_20250428T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get eligibility and benefits for a patient please.
[AGENT][NEUTRAL] OK. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and I can help you with eligibility and benefits. Do you have the policy number of the patient?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] So there's a certificate number.
[AGENT][POSITIVE] OK, yes, that would be right.
[CUSTOMER][NEUTRAL] Um, OK, so it would be, I would assume the outpatient one because we're as PCP, um.
[CUSTOMER][NEUTRAL] So that one would be 026079.
[CUSTOMER][NEUTRAL] 92 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, let's see, so we've got him effective [PII], policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said it was for an office visit, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] On a guarantee of payment, basic outline of the policy. Let me pull that up. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like they have a benefit of $2500 per calendar year, and they actually do have a specific reimbursement for office visits. Did you say it was specialist or PCP?
[CUSTOMER][NEUTRAL] PCP.
[AGENT][NEUTRAL] Uh, looks like they have a, a maximum benefit of $25 payout per visit.
[AGENT][NEUTRAL] And then that's a max of 4 per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty perfect and um.
[CUSTOMER][NEUTRAL] Let's see, and the claims would go to American Public Life?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK and if I could just have a reference number and your first name again that would be great please.
[AGENT][NEUTRAL] Uh, my name is [PII], and first initial to last name is [PII], and the reference is just my name and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Um, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye.