AccountId: 011433970860
ContactId: cf417c60-76d6-4639-9b4b-d4151b35f423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189750 ms
Total Talk Time (AGENT): 70703 ms
Total Talk Time (CUSTOMER): 86283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/cf417c60-76d6-4639-9b4b-d4151b35f423_20250207T16:42_UTC.wav
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[AGENT][NEUTRAL] Calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, how you doing this [PII]?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Good, my name is [PII]. I'm calling from Virginia Cancer Institute. I have a new patient that's up at the front, um, gave us this American Public Life Insurance, and we're just trying to verify her, um, eligibility.
[AGENT][NEUTRAL] OK, give me your name again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Our attorney, OK. And you said you're checking eligibility and benefits?
[CUSTOMER][NEUTRAL] Yeah, calling from Virginia Cancer Institute, yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is this for in a doctor's office or specialist office or outpatient facility?
[CUSTOMER][NEUTRAL] Specialist office.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02475817.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, do you have me on speaker?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your voice is uh kind of faint. That's why I was asking.
[CUSTOMER][POSITIVE] Oh, I'm sorry mm mm.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], um, date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, I show the policy effective date is [PII].
[AGENT][NEUTRAL] Policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Don't have copays uh for specialists.
[AGENT][NEUTRAL] I'm checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, the office visit fee is not covered under the policy. Um, there is a treatment writer under the policy. Um, did you say this is for diagnosis of cancer?
[CUSTOMER][NEUTRAL] No, this is to see the doctor in the office.
[AGENT][NEUTRAL] OK, so the office visit fee is not covered. um, if there's treatment in the office, uh, the covered treatment items can be considered. Otherwise, there's no coverage.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright then, well thank you so much. I just wanna confirm we have the right claims um PO box to put it under. It would be under the.
[CUSTOMER][NEUTRAL] Uh, what we have APL or would it be under the American public life?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL, which is American Public Life. Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's OK, and the PO box is gonna be the one that's 248,950 Oklahoma Tech um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's the correct address, right.
[AGENT][NEUTRAL] Do you have [PII]?
[CUSTOMER][POSITIVE] Mhm correct.
[AGENT][NEUTRAL] And then the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much, Miss [PII]. Do you have a reference number or was just your date, your name and your date today's date?
[AGENT][POSITIVE] You'll use my name in today's status reference for today's call [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Uh bye-bye.