AccountId: 011433970860
ContactId: e7559198-71b3-4672-ab83-e6ef707b145d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192470 ms
Total Talk Time (AGENT): 97041 ms
Total Talk Time (CUSTOMER): 66622 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e7559198-71b3-4672-ab83-e6ef707b145d_20250423T12:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from a provider's office, um, just to confirm the business plan is still currently active and if it would still cover his deductible in a specialist office.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and it should be for boy and then the callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify eligibility for [PII]?
[CUSTOMER][NEUTRAL] It's 02516967 M like Mary, L like Larry, number 8.
[AGENT][NEUTRAL] Thank you. Could you verify that patient's name and date of birth that you're calling to verify benefits for, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]'s policy is currently active, has been active since [PII], and is currently active.
[CUSTOMER][NEUTRAL] Hey how are you.
[AGENT][NEUTRAL] And his policy does not cover office visits, however, it does cover the treatment received in the office.
[CUSTOMER][NEUTRAL] I'm sorry, say it again.
[AGENT][NEUTRAL] Which falls under his outpatient benefits. His policy does not cover office visits itself, however, the treatment received at the office visit is covered under his outpatient benefits of $4500 per calendar year, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, love you said that the maximum is 4000?
[AGENT][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 4500?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, and has he used anything else?
[AGENT][NEUTRAL] He has not utilized any of his benefits for [PII] close back a year.
[CUSTOMER][NEUTRAL] OK perfect. Alright now can you please let me know the claims address?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[AGENT][NEUTRAL] The claims address will be addressed to?
[CUSTOMER][NEUTRAL] Yes, can you please let me know the claims address?
[AGENT][NEUTRAL] The claims address will be addressed to American Public Life Claims Department, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK perfect love and do you guys have a fax number in case we need to fax you guys anything?
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[AGENT][NEUTRAL] [PII]. That's [PII] attention claims department. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.