AccountId: 011433970860
ContactId: d33e5b7b-e07b-4a64-9564-c71a100c22df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197190 ms
Total Talk Time (AGENT): 86730 ms
Total Talk Time (CUSTOMER): 86966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d33e5b7b-e07b-4a64-9564-c71a100c22df_20250130T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Edin Health Medical Group. I'm not too sure if I'm in the correct spot, but I just wanted to see if the patient had a copay for a primary care, um, visit.
[AGENT][NEUTRAL] I'll be happy to verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I have, uh, I'm not sure if it's D412-02282.
[AGENT][NEUTRAL] I do apologize, that is not our policy number. I can do a name search or social security search.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have another one. I'm not sure if um you can try this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 023-43202.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment. Let me get this pulled up. This is a hospital indemnity plan. It is a limited benefit plan, so there's no copays, only benefit amounts.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just waiting on the policy to load.
[CUSTOMER][NEUTRAL] In November.
[AGENT][NEUTRAL] And for an office visit, it allows $75 per visit, max 5 visits per calendar year.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Um, I don't think so. So regarding this, regarding her appointment, is the ID number I gave you the one we should put, or is the other ID with a D?
[AGENT][NEUTRAL] The 0234 is the correct number.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK, 0234 you said right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and then um do you have a claims address by any chance?
[AGENT][NEUTRAL] Yes, it will be.
[AGENT][NEUTRAL] I am a.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And lastly, may I just get your name and a reference number?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK, well thank you so much for your time.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.