AccountId: 011433970860
ContactId: 8ba3dafb-c3c1-483f-ab05-0af7c0ffd293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155509 ms
Total Talk Time (AGENT): 68388 ms
Total Talk Time (CUSTOMER): 59583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/8ba3dafb-c3c1-483f-ab05-0af7c0ffd293_20250107T21:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I wanted to know, um, do you cover copays for my primary insurance?
[AGENT][NEUTRAL] Uh, let me take a look at your policy and I can let you know if we do or not. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your name is [PII] and what number do you need the group number?
[AGENT][NEUTRAL] No, your callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your policy number with us?
[CUSTOMER][NEUTRAL] Uh, is that the group number or payer ID number?
[AGENT][NEUTRAL] Uh, certificate number.
[CUSTOMER][NEUTRAL] I don't see that on the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All I see on the card is payer ID group number.
[CUSTOMER][NEUTRAL] Um, and, and hospital benefit certificate number or outpatient benefit certificate number?
[AGENT][NEUTRAL] The outpatient cert number.
[CUSTOMER][NEUTRAL] 021-94755 ML 8.
[AGENT][NEUTRAL] OK, if you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you're calling to see if um.
[AGENT][NEUTRAL] I'm sorry if uh co-pays are covered.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I show the policy, um.
[AGENT][NEUTRAL] Uh, does not cover any services rendered in the physician's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, because I have a bill here from the physician. I'm not sure if the charges here for copay. I guess I would call AMed to find that out first, right?
[AGENT][NEUTRAL] Uh, yes, um, but if it's a service done in the doctor's office, it's not covered by your supplemental gap.
[CUSTOMER][NEUTRAL] 00, so your service is like in a hospital covered?
[AGENT][NEUTRAL] Yes, so your policy has outpatient hospital, um, and inpatient hospital, um, also, uh, physical therapy, uh, urgent care, but services in the physician's office would not be covered.
[CUSTOMER][POSITIVE] Mm, I see. OK. OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] OK bye