AccountId: 011433970860
ContactId: e64c900c-310f-496a-a654-18544e7db58c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160940 ms
Total Talk Time (AGENT): 76134 ms
Total Talk Time (CUSTOMER): 64744 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/e64c900c-310f-496a-a654-18544e7db58c_20250519T18:10_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] Hello [PII], my name is [PII], and I'm calling from the Center of gynecology.
[AGENT][POSITIVE] OK, and how can I help you today?
[CUSTOMER][NEUTRAL] I am calling to get benefits eligibility for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And could I get your name one more time? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 021-76906, M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Yes, for office visit, I want to know if it was covered, please.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. I do show the policy effective since April, I'm sorry, [PII]. It is still active. And for a physician office visit, the policy would not cover the physician office visit, only um if other treatment is rendered in the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, like a procedure, right?
[AGENT][MIXED] Correct, procedure, uh, lab work, um, but the physician office visit itself would not be covered.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK, OK, so office visit not covered, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Only procedures.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Procedures. What about uh like an ultrasound?
[AGENT][NEUTRAL] Ultrasound in the physician office would be covered up to $500 a day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much, [PII]. Can I have a reference number please?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date. And is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that'll be all thank you so much, [PII] have a great day.
[AGENT][POSITIVE] You're welcome. Have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye you too bye bye.