AccountId: 011433970860
ContactId: 8b10bb46-b62e-4eee-8f6c-770f46ce3fbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190779 ms
Total Talk Time (AGENT): 62265 ms
Total Talk Time (CUSTOMER): 95123 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8b10bb46-b62e-4eee-8f6c-770f46ce3fbc_20250616T15:05_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] Hello, my name is [PII]. I'm calling from a provider's office. I'm looking to confirm benefit information on a member.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, of course. It's going to be 01816818 M as in Mike, L as in Lima, um, and then the number 8.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is spelled [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see that this is a limited plan. I'm wondering if the plan will still pay on any services for like office visits, diagnostic X-rays, things like that. The patient is scheduled for an annual visit though.
[AGENT][NEUTRAL] Is it performed in the doctor's office?
[CUSTOMER][NEUTRAL] It will be, yes.
[AGENT][NEGATIVE] This plan has no office visit, nor does it have the office treatment writer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And then will there be a percentage covered towards preventative that it looks like the patient has a primary insurance that will cover these services. I'm just trying to confirm if, if we need to have benefits from you guys as well.
[AGENT][NEUTRAL] No, this one does not. This one only covers injury or sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, would it be if it was a sick visit, would it be covered?
[AGENT][NEUTRAL] Not in the doctor's office.
[CUSTOMER][NEUTRAL] Or would it be like a fixed benefit?
[AGENT][NEUTRAL] It will be covered outpatient or inpatient.
[CUSTOMER][NEUTRAL] Not in the doctor's office. OK.
[CUSTOMER][NEUTRAL] Cover.
[CUSTOMER][NEUTRAL] Entering for.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One minute.
[CUSTOMER][NEUTRAL] Sorry, I'm just documenting this.
[CUSTOMER][NEUTRAL] Um, and then there's no deductible out of pocket or co-insurance on this plan, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And then, um, could I please just have your name and a call reference number for my documentation?
[AGENT][NEUTRAL] Yes, the call reference will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, ma'am. Have a good one.
[AGENT][POSITIVE] Sure, you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Take care