AccountId: 011433970860
ContactId: 98d0641f-b503-447f-a8db-99a9f4de216b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266859 ms
Total Talk Time (AGENT): 117247 ms
Total Talk Time (CUSTOMER): 91221 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/98d0641f-b503-447f-a8db-99a9f4de216b_20250313T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, um, good afternoon. I was calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have the policy number and your name?
[CUSTOMER][NEUTRAL] Yes, policy number is going to be 02450023 M as in Mike L as in Lima.
[CUSTOMER][NEUTRAL] Um, oh my gosh, I think I wrote the last, give me a second.
[CUSTOMER][NEGATIVE] The last one I did it wrong.
[AGENT][NEUTRAL] That's fine. I don't really need the number. That's fine.
[CUSTOMER][NEUTRAL] OK and then uh my name is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, patient's name is [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.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me get this pulled up. Looks like the AA policy number will be 024976772.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like the
[AGENT][POSITIVE] This plan is effective.
[AGENT][NEUTRAL] [PII] and it is active.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's gonna be for a specialist office visit and then for allergy services for testing, injection, and serum.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so this plan.
[AGENT][NEUTRAL] Has the office, let me see, it has the office treatment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the allergy testing falls under the outpatient calendar year benefit amount of 7900.
[CUSTOMER][NEUTRAL] amount of 10,000.
[AGENT][NEUTRAL] And I'm just waiting on the system to open for the office visit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's all cleaned up and for the physician's office visit, it allows $25 per visit. For specialist office, it allows $50 per visit. Both allow 4 visits per calendar year.
[CUSTOMER][NEUTRAL] OK, so that's how much it covers up to, right? The $50?
[AGENT][NEUTRAL] Yes, yes, it will pick up the copays, co-insurance, and our deductibles.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, um, from the 4 visits for the office has the patient used any so far?
[AGENT][NEUTRAL] Um, let me verify one moment.
[AGENT][NEGATIVE] No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] OK, and then you said for the allergy it falls under the outpatient of 7900?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and they haven't mean anything towards that either, right?
[AGENT][POSITIVE] Correct. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then if I can just go ahead and get your name one more time, um, the first initials of your last name and a reference number.
[AGENT][NEUTRAL] Yes, the reference will be [PII], which is [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, the rest will be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you so much, [PII].
[AGENT][NEUTRAL] I'm sorry, can I get a good callback number for you? I apologize. I forgot to ask.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it's fine. It's gonna be [PII]. My extension is [PII].
[AGENT][POSITIVE] Thank you. I appreciate it and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You as well bye bye.