AccountId: 011433970860
ContactId: c3869050-6d91-412e-9b12-98e60e2e2b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177649 ms
Total Talk Time (AGENT): 88035 ms
Total Talk Time (CUSTOMER): 46004 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c3869050-6d91-412e-9b12-98e60e2e2b02_20250415T19:39_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] Ma'am, um, you're going in and out.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I was calling to check the eligibility for a patient.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII] call back is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02578817
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you were calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Is there a specific benefit that you're needing for me to verify?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not really, it's just an insurance she added today.
[CUSTOMER][NEUTRAL] At her clinic appointment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is this for office, outpatient inpatient?
[CUSTOMER][NEUTRAL] This is outpatient yeah in his office.
[AGENT][NEUTRAL] OK, it's still within an office setting, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII] for the office visit fee, the member does not have that benefit, but for a procedure that is rendered within an office setting, the member does have up to $4000 per calendar year. That will go towards the primary insurance deductible.
[AGENT][NEUTRAL] Co-insurance or co-pay for the procedure. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, Dawn?
[CUSTOMER][NEUTRAL] I'm typing this in um is there a reference number for it, the code?
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] The reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Mhm alright thank you.
[AGENT][NEUTRAL] Bye.