AccountId: 011433970860
ContactId: c002aaa5-7275-45a2-9870-36f32ab8caa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152399 ms
Total Talk Time (AGENT): 59349 ms
Total Talk Time (CUSTOMER): 72564 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c002aaa5-7275-45a2-9870-36f32ab8caa1_20250429T15:43_UTC.wav
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[CUSTOMER][NEUTRAL] the palmetto.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, um, good morning. I'm calling because I have a patient that is coming, um, to get an allergy test done here with us. This is a specialist's office, so I wanted to verify if this patient has any benefits with APL for the allergy test.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Being
[CUSTOMER][NEUTRAL] Uh, the policy number is 02296621.
[CUSTOMER][NEUTRAL] Palmetto Medical Plaza.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling in for eligibility and office procedure benefits?
[CUSTOMER][NEUTRAL] Yes, it's for an allergy test that he's um having done here in the office, in the specialist office, the ENT.
[CUSTOMER][NEUTRAL] Every
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The policy number is 02.
[AGENT][NEUTRAL] 50.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 49
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 25 and it does show that the policy is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And name when you're calling in for office procedure benefits, verification of coverage does not guarantee the payment of the claim. The member has up to $7900 per calendar year for the office procedure.
[AGENT][NEUTRAL] This policy will go towards the deductible, co-insurance, or co-pay for the primary.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Perfect, perfect.
[CUSTOMER][POSITIVE] OK. um, thank you so much for your help.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you. No, that's it. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thank you for calling American Public Life have.