AccountId: 011433970860
ContactId: b4441580-1b05-46cb-b9b7-38483df32d78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182660 ms
Total Talk Time (AGENT): 102528 ms
Total Talk Time (CUSTOMER): 77720 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/b4441580-1b05-46cb-b9b7-38483df32d78_20250226T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Doctor [PII]'s office. Uh, have a policy that I'd like to confirm benefits with.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] 60
[AGENT][NEUTRAL] 60801. That may not be the policy.
[AGENT][NEUTRAL] Uh, that, that is the payer ID. Uh, if you're looking at the card, it's gonna be the.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Mm, no, I'm not looking. I don't have actually a copy of a card. How about uh another number she gave was 801180113?
[AGENT][NEUTRAL] It's not the car? OK.
[AGENT][NEUTRAL] I can pull my name. OK, what is that?
[CUSTOMER][NEUTRAL] That's listed as a group number though.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, well, let me go to the group.
[CUSTOMER][NEUTRAL] OK, if the
[AGENT][NEUTRAL] What you have another number?
[CUSTOMER][NEUTRAL] No, she just gave us 2 numbers.
[AGENT][NEUTRAL] OK, let me go to the group GOP.
[AGENT][NEUTRAL] And what is that group number again?
[CUSTOMER][NEUTRAL] 80113.
[AGENT][NEUTRAL] Her name?
[CUSTOMER][NEUTRAL] Uh first name is [PII], last name [PII], and she was born [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] OK, thank you so much for verifying her policy and let me give you her policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's 02587810.
[AGENT][NEUTRAL] And you are calling for eligibility and benefits or just eligibility?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, both, please, and this will be benefits for a specialist.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Specialist offices, OK, please be advised verifying benefits does not guarantee payment. Her policy with us has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see. So, the physician, office visit, co-pay?
[AGENT][NEUTRAL] would not be covered if other treatment is rendered in the office, the policy pays up to $3000 the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything being used already out of the 3000?
[AGENT][NEUTRAL] Uh, she has not used any of her benefits for [PII].
[CUSTOMER][NEUTRAL] OK, alright, and can I have your mailing address for claims?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Excellent.
[CUSTOMER][POSITIVE] Thank you very much for your help and you have a good day. Take care bye bye. Thank you bye bye sir. Thank you.
[AGENT][POSITIVE] You have a wonderful day, [PII]. Thank you for calling APL. Bye bye.