AccountId: 011433970860
ContactId: aef7555b-9397-4cf0-8abf-226d58f0a774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130220 ms
Total Talk Time (AGENT): 52732 ms
Total Talk Time (CUSTOMER): 59752 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/aef7555b-9397-4cf0-8abf-226d58f0a774_20250617T19:31_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, good afternoon. I'm calling to verify benefits for the patient, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the telephone number is [PII].
[CUSTOMER][NEUTRAL] The patient, her name is.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 02255738 M for Mary, L for Larry, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] you know OK you send uh the note.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Yes, if the patient is going to be having a procedure done in the office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The secondary insurance will cover the deductible for the primary insurance.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Please, thank you.
[AGENT][POSITIVE] You're welcome and verification of coverage does not guarantee the payment of the pain, and thank you so much for verifying the policy [PII]. It shows that this policy does not cover office visits and or procedures. Is there anything else that I can assist you with today?
[CUSTOMER][NEGATIVE] No cover of it.
[CUSTOMER][NEUTRAL] No, doesn't cover office visit or procedure done in the office.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Even it so to the primary um to the deductible or the primary insurance?
[AGENT][NEUTRAL] It this member does not have that benefit rider for the office procedure or benefit for the office visit either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, my dear. Can I have a reference number for this call?
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], last initial of H and today's state, and are you needing me to spell my name for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No thank you, don't worry, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK bye bye.