AccountId: 011433970860
ContactId: fcf9258c-08b3-44a6-b869-a5ba19da2d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172520 ms
Total Talk Time (AGENT): 57637 ms
Total Talk Time (CUSTOMER): 80316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/fcf9258c-08b3-44a6-b869-a5ba19da2d80_20250501T20:26_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] Hi, this is [PII] calling from Doctor G's urgent care. I'm calling in reference to a patient.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 20 patients.
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I'm calling in reference to [PII].
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] I have a pay ID let me see. I have a, um, I have his what it is outpatient benefits certified number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was calling for his OK.
[CUSTOMER][NEUTRAL] OK, um, it's 02.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 68 ML 8
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] 561.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have his date of birth?
[CUSTOMER][NEUTRAL] His 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] And would you like benefits for this person?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Outpatient per calendar day allows $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He has a balance of $250.
[AGENT][NEUTRAL] OK, so this plan will pick up the copays the coinsurance and or deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] So this incident happened.
[CUSTOMER][NEUTRAL] But they have a balance remaining now.
[CUSTOMER][NEUTRAL] Let me see 28.
[CUSTOMER][NEUTRAL] It's 2818 2 18 2024.
[AGENT][NEUTRAL] OK, that was the date of service.
[CUSTOMER][NEUTRAL] Yes, and it's [PII].
[CUSTOMER][NEUTRAL] It was one in February and then another one in July.
[AGENT][NEUTRAL] OK, and have the bills been submitted?
[CUSTOMER][NEUTRAL] No, we're gonna submit it. I just wanted to know what the time frame OK?
[AGENT][NEUTRAL] There's no time limit to submit a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright, I thank you. So we'll be in and your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.