AccountId: 011433970860
ContactId: a943492b-0825-41ce-9f5d-2cbeb931a311
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191460 ms
Total Talk Time (AGENT): 82352 ms
Total Talk Time (CUSTOMER): 52083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a943492b-0825-41ce-9f5d-2cbeb931a311_20250218T16:00_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] Hi, [PII]. This is [PII] from the Neurology Institute. I'm calling to check benefits for patients.
[AGENT][NEUTRAL] May I have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] And uh the policy number is 01659719 M for [PII], L for Lima, and then number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, just, uh
[CUSTOMER][NEUTRAL] Uh, specialist office visit?
[CUSTOMER][NEUTRAL] And uh also confirming if this is a secondary to Aetna.
[AGENT][NEUTRAL] This policy is considered the secondary or last resort.
[CUSTOMER][NEUTRAL] OK, great. And uh the uh is it going to cover the remaining for specialist office visit?
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And is this a specialist or a regular office visit?
[CUSTOMER][NEUTRAL] Specialist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the correct policy number is 02.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 252 1.
[AGENT][NEUTRAL] And it shows that that effective date is [PII].
[AGENT][NEUTRAL] And in regards to the benefits verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] For the office visit specialist, the member has up to $50 per visit with a maximum of 4 visits per calendar year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the office procedure, the member has up to.
[AGENT][NEUTRAL] $2500 per calendar year.
[AGENT][NEUTRAL] That amount will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] I think I got everything I need. Thank you so much. Can I have a reference number for this call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much you have a wonderful day.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank