AccountId: 011433970860
ContactId: f5fbfd64-f69f-4ee0-87c0-32bd6cacb304
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154509 ms
Total Talk Time (AGENT): 85863 ms
Total Talk Time (CUSTOMER): 53264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f5fbfd64-f69f-4ee0-87c0-32bd6cacb304_20250408T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I was calling to verify benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Uh, it's [PII] policy number and let's see, I have a group number. Would that work?
[AGENT][NEUTRAL] Do you have the inpatient or outpatient cert number?
[CUSTOMER][NEUTRAL] Uh, let's see, I have one of each.
[AGENT][NEUTRAL] OK, I'll take the outpatient.
[CUSTOMER][NEUTRAL] OK, 02369708 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] Let me get this pulled up for you. The active policy number will be 0251.
[AGENT][NEUTRAL] 8158.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Uh, PCP
[AGENT][NEUTRAL] OK, let's see. So under this plan, there are no office visit benefit. It does have the office treatment benefit, but not the actual office visit.
[CUSTOMER][NEUTRAL] OK, so no office benefits but office visit treatment.
[AGENT][NEUTRAL] Correct. So, yes, ma'am. So, any treatment received in the office falls under the outpatient, and that benefit amount allows $2,025.
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the initial to your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and then the reference number to the call?
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, that's it. Thank you so much for your help.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm you as well bye bye.