AccountId: 011433970860
ContactId: a2ef7aa8-8760-40af-935d-a50716d6fed9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143380 ms
Total Talk Time (AGENT): 67320 ms
Total Talk Time (CUSTOMER): 65977 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a2ef7aa8-8760-40af-935d-a50716d6fed9_20250317T19:32_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 from More Healthy Family Medical Clinic.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, I'm calling to verify benefits please.
[AGENT][NEUTRAL] I can verify benefits. May I have a policy number?
[CUSTOMER][NEUTRAL] 02584627
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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 is a hospital indemnity plan. It is a limited benefit plan. Which benefit can I provide for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Now this is for her primary care visit.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] This plan has benefits only, no co-pay amount. So for any office visits, this plan will allow $75 per visit, max 5 visits per calendar year.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let me ask you this. I do need to, um, can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, when we're billing out concerning this particular part of her insurance are we billing IMA or should we be billing American Public Life?
[AGENT][NEUTRAL] This will go to IMA at their [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, all right, I just wanted to be sure that we were sending things to the right place. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right, man.
[CUSTOMER][NEUTRAL] Yes, a confirmation for this call, please.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Thank you, is that 0317? Is that how we do it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much, Ms. [PII] you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you do the same bye bye.