AccountId: 011433970860
ContactId: c982853b-abe3-4732-989b-ca5757e1df74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145440 ms
Total Talk Time (AGENT): 59967 ms
Total Talk Time (CUSTOMER): 38027 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c982853b-abe3-4732-989b-ca5757e1df74_20250506T21:33_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] Good afternoon [PII]. My name is [PII]. Last initial [PII] I'm calling to get eligibility benefits on a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have 02585017.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And I'm pulling that information up for you now. You're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do they have surgical benefits?
[AGENT][NEUTRAL] Is this for an office setting or outpatient?
[CUSTOMER][NEUTRAL] Uh, this is for an office visit consultation.
[AGENT][POSITIVE] OK, let me pull those benefits up for you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. For the physician, the member has up to $150 per day with a maximum of 4 days per calendar year. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Um, do they have a specialist office visit copay?
[AGENT][NEUTRAL] We don't, this, this is not considered a major medical. We will only pay up to that 150 and if there's anything left over, then that is considered patient's responsibility.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect. All right. I have everything I needed. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye.