AccountId: 011433970860
ContactId: c7d2136d-0b73-41c8-a98d-e88b7633de08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266720 ms
Total Talk Time (AGENT): 101089 ms
Total Talk Time (CUSTOMER): 98089 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c7d2136d-0b73-41c8-a98d-e88b7633de08_20250611T18:09_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] Hi, ma'am. My name is [PII], last name initial [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, actually, ma'am, I'm calling from the provider office I'm looking for member eligibility and benefit verification. Can you please help me out?
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yes, ma'am. Policy number is 02540133.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name I have [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility and benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, could you verify that benefit please?
[AGENT][NEUTRAL] Benefit are you needing for me to verify?
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] For physical therapy, ma'am, for physical therapy, outpatient office visit?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I did pull that information up for you and verification of coverage does not guarantee the payment of the claim. This policy is currently active with the effective date of [PII] for outpatient, the member has up to $1000 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][POSITIVE] Is there anything else that I can assist you with today, love?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, ma'am, uh, you said that you can only cover up to 100 $1000.
[CUSTOMER][NEUTRAL] Per day, am I right?
[AGENT][NEGATIVE] That's not correct. I stated the member has up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] I'm, I'm so sorry, ma'am. Your voice is uh getting in and out. So can you please repeat what is the correct information? Or what, what will be, you can cover?
[AGENT][NEUTRAL] This would be my last time repeating it. I stated the member has up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, so, and plan the fact is [PII].
[AGENT][NEUTRAL] [PII] is the effective date.
[CUSTOMER][NEUTRAL] OK, ma'am. So, and, and APL is not a primary insurance. It is a scan insurance uh through USC, am I right? Primary insurance is USC for this patient.
[AGENT][NEUTRAL] These are supplemental.
[CUSTOMER][NEUTRAL] Supplement plan?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What is the plan name, ma'am?
[AGENT][NEUTRAL] It is American public life.
[AGENT][NEUTRAL] This is their supplemental plan to their primary insurance.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. May I know your name, please?
[AGENT][NEUTRAL] Yes, it is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] with the last initial of [PII] in today's date as the call reference.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you. Have a nice day. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK.