AccountId: 011433970860
ContactId: b2f830bb-ebbc-451f-9fe9-cc899b49e960
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211990 ms
Total Talk Time (AGENT): 93530 ms
Total Talk Time (CUSTOMER): 106452 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b2f830bb-ebbc-451f-9fe9-cc899b49e960_20250416T14:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ms. [PII]. My name is [PII]. I'm calling from ENT specialist of North Florida surgeons located in [PII]. We have a patient that comes coming in with a secondary insurance, and I am checking to see if there's any benefits for a specialist visit.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on today?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That's why I'm confused here so I have outpatient benefit certification number.
[AGENT][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] That will be it. OK. 02419189 M as in Mary, L as in Libra, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, their name, I got Miss [PII], and the second child is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, if you could verify their dates of birth, please.
[CUSTOMER][NEUTRAL] So for [PII], it's [PII].
[CUSTOMER][NEUTRAL] For [PII], it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying uh their policy and you did say you were calling to see if they have uh office visit benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's for specialist office visit.
[AGENT][NEUTRAL] OK, please be a OK, please be advised verifying benefits does not guarantee payment.
[CUSTOMER][NEUTRAL] Not just PCP.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I show the policy effective since [PII]. It's still active. Uh, this policy would not cover the physician office visit. Uh, they do have benefits if other treatment is rendered in the office, which pays up to $500 a day towards the other treatment, but the office visit would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what do you mean?
[CUSTOMER][NEUTRAL] OK, so the office visit will not be covered. What, what do you mean other of other treatment like what is involved?
[AGENT][NEUTRAL] If there is surgery in the office, lab work done in the office, procedures done in the office.
[AGENT][NEUTRAL] They have benefits for procedures done in the office, but if they're.
[CUSTOMER][NEUTRAL] Procedure. So if we're talking like about uh audio testing it's covered.
[CUSTOMER][NEUTRAL] If they have a nasal endoscopy, it's covered.
[AGENT][NEUTRAL] Under the other treatment, yes, ma'am. $500 a day, correct.
[CUSTOMER][NEUTRAL] Up to $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And this is $500 a day per provider or per service?
[AGENT][NEUTRAL] Per day. So if they see your provider and another provider, correct.
[CUSTOMER][NEUTRAL] Per day, so it doesn't matter who they see.
[CUSTOMER][NEUTRAL] So, OK, give me one second because I'm gonna ask to ask you again for your name.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] And uh a reference number. So what is your name again, hon?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] And to reference our call, you'd use my name and today's date.
[CUSTOMER][POSITIVE] OK, awesome. Ms. [PII], thank you so much for your time.
[AGENT][POSITIVE] Is there anything else I can help you with? No problem.
[CUSTOMER][POSITIVE] No, honey, no, you did wonderful. You have a wonderful afternoon.
[AGENT][POSITIVE] You have a wonderful day yourself and thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, darling bye bye.