AccountId: 011433970860
ContactId: 9b37fd7b-cc40-4da9-ad46-84acb8f4d6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347200 ms
Total Talk Time (AGENT): 73795 ms
Total Talk Time (CUSTOMER): 67950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/9b37fd7b-cc40-4da9-ad46-84acb8f4d6d5_20250319T15:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I am calling with a digestive disease group. I'm a gastroenterology group in [PII], and I need to verify benefits on a patient. Can you help me?
[AGENT][POSITIVE] Yes, ma'am. I can help you. Do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 02597159.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you, Julie, and you are wanting benefits?
[CUSTOMER][NEUTRAL] I do. I need to see what their remaining deductible is and if they have any kind of a copay for an office visit or a consult with a specialist.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date is [PII]. Any benefits given over the phone is not a guarantee of payment. Hold on one moment. You said it was for an office visit?
[CUSTOMER][NEUTRAL] Uh, office visit and then I need deductible amounts and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hold on just a moment. I'm.
[AGENT][NEUTRAL] Look
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this a Cigna plan?
[AGENT][NEUTRAL] No, ma'am. This is a secondary policy. It coordinates with the primary insurance.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] I'm sorry, my computer is moving slow.
[CUSTOMER][NEUTRAL] Mine is too.
[CUSTOMER][NEUTRAL] And so the name of this insurance was called APS.
[AGENT][NEUTRAL] APL American Public Life.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] Hold on one moment. I'm trying to see if the actual office visit is covered.
[AGENT][NEUTRAL] space
[AGENT][NEUTRAL] And it's just for the office visit itself?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. It does cover the physician's office. It falls under their outpatient benefit, so it would pay up to
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 250 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a deductible tied to this policy?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK, that's exactly what I needed to know. Thank you so much for your help.
[AGENT][POSITIVE] Thank you [PII], for calling [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.