AccountId: 011433970860
ContactId: 8a3b1a19-9edd-4f94-aaa1-91b56f510634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138529 ms
Total Talk Time (AGENT): 71221 ms
Total Talk Time (CUSTOMER): 71946 ms
Interruptions: 3
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8a3b1a19-9edd-4f94-aaa1-91b56f510634_20250319T13:38_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Uh, my name is Ms. I'm calling from the provider's office is to verify, um, benefits, uh, for a patient, please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Sure it will be.
[CUSTOMER][NEUTRAL] 02465726 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] Let me get this pulled up. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] St
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] So it looks like the active policy number will be 01659645.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, this is a specialist office, so I would like to know if it covers any copays or any procedures done in the office.
[AGENT][POSITIVE] Yes, it does.
[AGENT][NEUTRAL] $25 per visit for a physician's office, $50 for a specialist. The treatment will fall under.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] The outpatient calendar year benefit amount of 7900.
[CUSTOMER][NEUTRAL] OK, perfect and what is the effective date of the APL?
[AGENT][POSITIVE] This plan is effective.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect. Alright, [PII], that will be all and could you provide me with 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?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That will be all thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.