AccountId: 011433970860
ContactId: 8cf71a8e-1252-421a-8c61-d2fddc14ad49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206869 ms
Total Talk Time (AGENT): 83870 ms
Total Talk Time (CUSTOMER): 54721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/8cf71a8e-1252-421a-8c61-d2fddc14ad49_20250124T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office. I am trying to get benefits for patients that's here in the office.
[AGENT][NEUTRAL] OK, spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK. And yes in the doctor's office, OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, there's D as in David 43302266.
[AGENT][NEUTRAL] OK, what number did you dial?
[CUSTOMER][NEUTRAL] Um, I called one number and they transferred me to a [PII].
[AGENT][NEUTRAL] OK. Can you spell the patient's first and last name for me, please?
[CUSTOMER][NEUTRAL] First name is gonna be [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] OK, what's a good phone number for you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What state does um [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Let me give you the policy number for American Public Life.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 6301.
[AGENT][NEUTRAL] Uh, the D number that you were giving me is unique to 90 degrees. That's their unique number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Mhm. Uh, the policy effective date is [PII], currently active at this time, and you said that you need benefits for an office visit?
[CUSTOMER][NEUTRAL] Uh, specialist office, yes ma'am.
[AGENT][NEUTRAL] OK, so under this policy if it's PCP or specialist, the benefit is up to $75 per visit.
[AGENT][NEUTRAL] A maximum of 5 visits per calendar year.
[AGENT][NEUTRAL] And this information is verification. It does not guarantee payment of a claim. I do not show any of the benefits used, uh, this year, so the 5 visits are available at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, if I can get your claims address so I can make sure that it's sent to the right, right company.
[AGENT][NEUTRAL] OK, so you're going to mail your claims to IMA.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I think that address is on the card as well.
[CUSTOMER][POSITIVE] OK perfect um that was all that I needed I appreciate it.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too