AccountId: 011433970860
ContactId: 8e7fead8-6433-4dc9-88a1-db5b79e88cea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177029 ms
Total Talk Time (AGENT): 78971 ms
Total Talk Time (CUSTOMER): 73230 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/8e7fead8-6433-4dc9-88a1-db5b79e88cea_20250221T18:55_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 [PII], my name is [PII]. I'm calling with Consultants of Texas. I'm not sure that I pressed the right number, but I'm calling, uh, just to get some information, benefit information regarding our patients.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01702709.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I've got [PII]. Date of birth is [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 policy is effective [PII] and it is active. Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Let me see. So I would like office visit, diagnostic testing.
[CUSTOMER][NEUTRAL] And then in office surgery.
[CUSTOMER][NEUTRAL] Drug and outpatient surgery, please.
[AGENT][NEUTRAL] OK. So under this plan, there is no office visit benefit, but any services or treatments rendered in the office other than the actual office visit will be allowed under the outpatient calendar year benefit amount of $4000.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you know the remaining amount that the patient has at the moment?
[AGENT][NEUTRAL] No, no benefits have been applied for [PII], so the balance is still 4000.
[CUSTOMER][NEUTRAL] Got it and then.
[CUSTOMER][NEUTRAL] So with this plan, the patient wouldn't have a deductible or an out of pocket then, right?
[AGENT][NEUTRAL] Correct. This plan follows the primary. It will pick up the copays, the co-insurance, and or deductibles, up to the 4000.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] All right. And then I just need a reference for the call, please.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All righty, [PII]. Thank you so much for your help. I hope you have a happy Friday.
[AGENT][POSITIVE] You're so welcome, [PII] and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.