AccountId: 011433970860
ContactId: 8b3d4ce6-9a8e-496c-a603-a04c04fa6f13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119550 ms
Total Talk Time (AGENT): 53159 ms
Total Talk Time (CUSTOMER): 56238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8b3d4ce6-9a8e-496c-a603-a04c04fa6f13_20250311T18:48_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, good afternoon. I'm calling from the doctor's office. I'm calling to confirm benefits on a member, just trying to see if he has met anything towards that, um, max on there.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. Policy number is 02598409 M as in Mary, L as in Larry, and the number 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] Sure, this is for [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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, patient is coming in for radiation therapy treatment, um, checking to see, I was told you had a 1250 max per calendar year, checking to see if there's any accumulations as of today.
[AGENT][NEUTRAL] Outpatient calendar year allows 1250.
[AGENT][NEUTRAL] He will pick up the copays, the coinsurance and our deductibles, and let's see if he's here for me.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, 0 at 12:50 still available. OK, perfect. That's all I wanted to confirm, and I'm sorry, I didn't catch your name and the first initial to your last name.
[AGENT][NEUTRAL] It's [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Nope, that's about it. Thank you so much for your help. Have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life Say. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, take care. Bye.