AccountId: 011433970860
ContactId: aa60d2c4-d9c8-4284-8d61-927095b105c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104879 ms
Total Talk Time (AGENT): 47882 ms
Total Talk Time (CUSTOMER): 44631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/aa60d2c4-d9c8-4284-8d61-927095b105c0_20250506T19:07_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 a cardiologist's office. I just need to see if a patient's uh gap covers his office visit copay.
[AGENT][NEUTRAL] I can verify benefits for you, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is, would you need the one that says, I assume outpatient benefit, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it is 01893140.
[CUSTOMER][NEUTRAL] M as in Mark, L as in Larry, and the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And let me get this pulled up. And this was for an office visit?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, they do not have the office visit, nor do they have the office treatment benefit.
[CUSTOMER][NEUTRAL] Is it no office treatment. OK, anything, uh, outpatient, if any, any testing, would he be covered?
[AGENT][NEUTRAL] Yes, outpatient calendar year allows 1500 and that's for testing in the outpatient MRI outpatient hospital, things like that.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] OK, OK, great. Well thank you so much. I appreciate it.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well. Bye bye.