AccountId: 011433970860
ContactId: cd00e44a-1966-4b09-ad44-96cb28a468e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143119 ms
Total Talk Time (AGENT): 59239 ms
Total Talk Time (CUSTOMER): 53565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/cd00e44a-1966-4b09-ad44-96cb28a468e8_20250206T14:09_UTC.wav
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[AGENT][POSITIVE] And thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to verify eligibility on a patient that's coming in today.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and then the policy number is gonna be 025.
[CUSTOMER][NEUTRAL] 883-22.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So this is a hospital indemnity plan. It is a limited benefit plan. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, alright, is there any kind of co-pays or anything?
[AGENT][NEUTRAL] With this plan, there are no co-pays, only benefit amount. Is this for a doctor's visit?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up the benefits.
[CUSTOMER][NEUTRAL] Give me just a minute here.
[CUSTOMER][NEUTRAL] Give me just a minute.
[AGENT][NEUTRAL] Just waiting on it to low, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this one allows 4 visits per calendar year, $50 per visit for an office visit.
[CUSTOMER][NEUTRAL] OK, and so that.
[CUSTOMER][NEUTRAL] Is that um because we're a specialty we're we're uh.
[CUSTOMER][NEUTRAL] Specialist.
[CUSTOMER][NEUTRAL] We're not like a primary care, so it's still 50.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Correct. So, still 50, yes.
[CUSTOMER][NEUTRAL] OK, so like 50 at the appointment, OK.
[CUSTOMER][POSITIVE] Alright, that's what I needed to know. I will get it verified on here and I appreciate your help.
[AGENT][POSITIVE] You're so welcome, [PII], and thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye bye.