AccountId: 011433970860
ContactId: d7fd000d-ee37-43c8-bba4-d98e0cd6d1ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230259 ms
Total Talk Time (AGENT): 74744 ms
Total Talk Time (CUSTOMER): 122803 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d7fd000d-ee37-43c8-bba4-d98e0cd6d1ed_20250602T15:32_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] OK.
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to um verify if a certain um
[CUSTOMER][NEUTRAL] Procedure is covered by my plan?
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, so do you need the primary holder or I'm the spouse of the primary holder?
[AGENT][NEUTRAL] That's fine. If you're on the policy, I can pull it up.
[CUSTOMER][NEUTRAL] OK. Yeah, my first name is [PII] and last name is [PII]
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02611439.
[AGENT][POSITIVE] Thank you. May I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And um mailing address is [PII]. The ZIP code is [PII].
[CUSTOMER][NEUTRAL] And uh what was the other thing you asked for email?
[AGENT][NEUTRAL] Your email.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, we have a different email on file.
[CUSTOMER][NEUTRAL] Uh, it's probably my husband's email most likely. Uh it's probably [PII].
[AGENT][NEUTRAL] That is correct and thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have the CPT code for it. Would you be able to look it, look it up that way?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. The CPT code is 81443.
[AGENT][NEUTRAL] And where would the place of service be?
[CUSTOMER][NEUTRAL] Uh, I guess, um,
[CUSTOMER][NEUTRAL] I'm not sure because it, it, it's a blood test. So I guess in [PII]?
[AGENT][NEUTRAL] As far as inpatient, outpatient, or lab, or doctor's office?
[CUSTOMER][NEUTRAL] Uh, probably lab.
[AGENT][NEUTRAL] OK. So if it is a lab, it will fall under the outpatient benefit and the outpatient allows 6500 and that is for the calendar year.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that means it, it will be covered, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] As long as it, it falls within that range. OK. And then how would I have, um, how would I handle the payment? Do I just provide the insurance to them or do I pay and then I submit for reimbursement?
[AGENT][NEUTRAL] I would always first suggest you present your card at time of service and have them to bill your secondary insurance.
[CUSTOMER][POSITIVE] Uh-huh. OK, perfect. I'll go ahead and then give them a call and do that. Alright, thank you so much. Thanks.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.