AccountId: 011433970860
ContactId: e99404ac-e5ea-44bf-8383-dde88985a488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206360 ms
Total Talk Time (AGENT): 81392 ms
Total Talk Time (CUSTOMER): 50529 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/e99404ac-e5ea-44bf-8383-dde88985a488_20250203T19:40_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] Hello, good afternoon. This is [PII] Internal Medicine. I'm here to check patients benefits and eligibility for medical coverage.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] D. 47630917.
[AGENT][NEUTRAL] OK, the, the policy number is not our policy number. Do you have the image of the card?
[CUSTOMER][NEUTRAL] No, I just based on its information here and that's what.
[CUSTOMER][NEUTRAL] Um, her subscriber number.
[AGENT][NEUTRAL] May I have the member's social?
[CUSTOMER][NEUTRAL] Yeah, sure. Just a moment, please.
[CUSTOMER][NEUTRAL] Here. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And I do need to verify the date of birth for this member.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits and eligibility for this member?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so for this member, the benefit that you're needing to verify, could you specify that for me, please?
[CUSTOMER][NEUTRAL] Um, for benefits is for primary care visit.
[AGENT][NEUTRAL] For an office setting.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And for this member the correct policy number billed with us would be 02.
[AGENT][NEUTRAL] 23
[AGENT][NEUTRAL] 9995 and it shows that the policy is currently active. The effective date is [PII], and I am pulling the benefits up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is an indemnity or limited benefit policy for the physician office, the member has up to $50 per day, with a maximum of 4 days per calendar year. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you. That's all I need and thank you so much for the information.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well. Bye for now.
[AGENT][POSITIVE] Thank you bye bye.