AccountId: 011433970860
ContactId: 90a139c9-6b59-4c30-9e5c-8fc680bd2d7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161820 ms
Total Talk Time (AGENT): 51679 ms
Total Talk Time (CUSTOMER): 84360 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/90a139c9-6b59-4c30-9e5c-8fc680bd2d7b_20250415T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah there's some
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Valdosta Orthopedic Associates. I'm just calling to get a patients, um, benefits.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02158957.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is Ms. [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for benefits. Is this for inpatient, outpatient, or an office setting?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, in office and it'd be specialist.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And in regards to the member's benefits, verification of coverage does not guarantee the payment of the claim. It is showing that this policy does not cover office visits and or procedure benefits.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, uh, no coverage for office visit, right ma'am, we're gonna be able to see him, but no, we, we're still on lunch. We're gonna.
[AGENT][NEUTRAL] Correct. And we're their supplemental or gap, we're not their primary.
[CUSTOMER][NEUTRAL] What in the world?
[CUSTOMER][NEUTRAL] That's weird. The last person gave us a whole different, maybe I don't know what she gave us then that's strange, OK, um.
[CUSTOMER][NEUTRAL] Let me just make a note, no office.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] This is done within an uh in an office setting, correct?
[CUSTOMER][NEUTRAL] Yeah, in office.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, um, let me just make a note of that.
[CUSTOMER][NEUTRAL] And then is this a uh or I'm sorry, is there a reference number?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] You got insurance cards or ID all that.
[CUSTOMER][POSITIVE] Alrighty, sounds good thank you so much and have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye