AccountId: 011433970860
ContactId: ee276bf3-0e3f-4b13-a876-47a36f75442a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163479 ms
Total Talk Time (AGENT): 79228 ms
Total Talk Time (CUSTOMER): 57581 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ee276bf3-0e3f-4b13-a876-47a36f75442a_20250305T20:11_UTC.wav
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[CUSTOMER][NEUTRAL] You get a prescription for 6.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I ran out
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Vital MD and I need to get benefits on a patient, please.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 02419364 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is this for inpatient, outpatient or an office setting.
[CUSTOMER][NEUTRAL] Office settings.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And can I have your name please?
[AGENT][NEUTRAL] It is [PII] that is spelled [PII] last [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] 5256
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For office procedures, the member has up to $8700 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay for procedures. This policy is only for sickness and injury. It will not cover any preventative or wellness. This policy does not cover any office visit benefits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 305
[AGENT][NEUTRAL] For the, the fee, the office fee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so like a co-pay for an office visit, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So what about diagnostic ultrasound in office?
[AGENT][NEUTRAL] If it's a procedure when you to the office for sickness and injury that's up under the $8700.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, and nothing has been met out of that?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect. Thank you very much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII], have a great day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye