AccountId: 011433970860
ContactId: cde814ed-6210-41ec-844c-ebf3f46f89c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198979 ms
Total Talk Time (AGENT): 74860 ms
Total Talk Time (CUSTOMER): 90682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/cde814ed-6210-41ec-844c-ebf3f46f89c0_20250424T16:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], with, uh, morning or afternoon. My name is [PII]. I'm calling for Texas Digestive specialist. I'm calling because I want, uh, to know benefits and eligibility for a member, please.
[AGENT][NEUTRAL] I can help you with that, [PII]. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah, the policy is 018687667.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and you did say you were calling for benefits and eligibility.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Uh, the patient came for office visit.
[AGENT][NEUTRAL] Office visit, please be advised verifying benefits is not guarantee payment.
[AGENT][NEUTRAL] Uh, I show that the policy has been effective since [PII]. It is still active. I show the office visit would not be covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Check
[AGENT][NEUTRAL] Uh, if other treatment is rendered in the office.
[AGENT][NEUTRAL] The policy pays up to $2550 a calendar year.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] You say $2550?
[AGENT][NEUTRAL] 2 $2550 a calendar year.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the member is as med something.
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I show she has only used $5.81.
[CUSTOMER][NEUTRAL] $5 and.
[AGENT][NEUTRAL] 81 cents.
[CUSTOMER][NEUTRAL] 81 cents.
[CUSTOMER][POSITIVE] Perfect. So, um, on the APL, uh, insurance is like, um, active, right?
[AGENT][POSITIVE] Yes, it's been effective since.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]? Oh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I heard 25, so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and the insurance is only for procedures.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] The cover for this member is only per procedures?
[AGENT][NEUTRAL] Procedures done in the office.
[CUSTOMER][POSITIVE] OK, perfect. OK, it's uh it's, it's OK, [PII], thank you for your help. Can you please provide a reference number for the call?
[AGENT][NEUTRAL] To reference the call you'll use my name and today's date.
[CUSTOMER][POSITIVE] Thank you [PII], have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day yourself, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.