AccountId: 011433970860
ContactId: ec734869-4037-434a-8d9e-1d08f0003c6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155179 ms
Total Talk Time (AGENT): 66240 ms
Total Talk Time (CUSTOMER): 67862 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ec734869-4037-434a-8d9e-1d08f0003c6d_20250617T13:21_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] Uh, hello, good morning. Uh, how do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] HIA OK, good morning. My name is [PII]. I'm calling to check uh benefits for the patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] It's 02462.
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] The letter M, the letter L and then 8.
[CUSTOMER][NEUTRAL] That says the outpatient.
[AGENT][NEUTRAL] OK, thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you did say you were calling for benefits is this for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, because um this is um dermatology office.
[AGENT][NEUTRAL] OK, so it's a physician office visit.
[CUSTOMER][NEUTRAL] Yeah, specialist.
[AGENT][NEUTRAL] OK, please be advise verifying benefits is not guarantee payment. The policy has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] I show the policy would not cover the office visit. If other treatment is rendered, the policy pays up to $3000 a calendar year towards other treatment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pays up to 3000.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so would it cover the copay if he has, uh, um, primary insurance?
[AGENT][NEUTRAL] Not if the co-pay is, not if the copay is on the office visit. The office visit is not covered.
[CUSTOMER][NEUTRAL] So it wouldn't be covered, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] OK, and can I have a reference number please?
[AGENT][POSITIVE] Yes ma'am, to reference our call, you'll use my name and today's date. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I will say thank you.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too bye bye thank you bye.
[AGENT][NEUTRAL] Bye bye.