AccountId: 011433970860
ContactId: e6000ea9-c12b-4bd6-83d6-54267d34a233
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155880 ms
Total Talk Time (AGENT): 75296 ms
Total Talk Time (CUSTOMER): 50584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e6000ea9-c12b-4bd6-83d6-54267d34a233_20250619T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Doctor Y this at my office. I need to check patient benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] OK, 01816082.
[CUSTOMER][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] or a mhm.
[AGENT][NEUTRAL] May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] OK, patients come to see the urology. I know you guys don't cover the copay, but I need to know how much the patient have for the procedure like ultrasound, something like that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 43
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 1048 and that effective date is [PII].
[AGENT][NEUTRAL] And you're calling in for office procedure benefits, verification of coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For office procedure, the member has up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or copay for the procedure. This policy only covers sickness and injury. It does not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I need this reference number for this call and your name please.
[AGENT][NEUTRAL] The reference number will be the spelling of my first name which is [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Glass. Have a great day.
[CUSTOMER][POSITIVE] You too you too bye bye.
[AGENT][POSITIVE] Thank you, bye.