AccountId: 011433970860
ContactId: c3bbbd72-5c6e-424c-b3de-397d0c398e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155899 ms
Total Talk Time (AGENT): 76476 ms
Total Talk Time (CUSTOMER): 52617 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c3bbbd72-5c6e-424c-b3de-397d0c398e0d_20250121T15:46_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] Hey [PII], my name is [PII], and I'm calling from Palm Primary Care and I'm calling to get eligibility and benefits for a patient.
[AGENT][NEUTRAL] May I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] and the policy number is D as in dog 47305867.
[AGENT][NEUTRAL] OK, so that policy number is not our policy number. If you have the card, it starts with the 0.
[CUSTOMER][POSITIVE] Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] It's 02565474. I'm sorry, I was looking at the wrong thing.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I was like
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Um, just a sick office visit.
[AGENT][NEUTRAL] OK, and I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And also for eligibility, it is showing that the policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For a sick office visit, the member has up to $100 per day with a maximum of 4 days per calendar year. This policy is an indemnity policy, which is a limited benefit. If there's anything left over that is considered patients responsibility. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] So they're covered up to $100 for each visit, and they're covered up to 4 visits a year.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Has she used any of her visits?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. As of right now, it's not showing that the member has used any of their benefits.
[CUSTOMER][NEUTRAL] OK, alright, and then can I get a reference number?
[AGENT][NEUTRAL] The car reference will be my first name Tarika, last initial of H and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][POSITIVE] Thank you.