AccountId: 011433970860
ContactId: 00ef7191-8faf-454f-ba2c-2876ed4a019e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178059 ms
Total Talk Time (AGENT): 81203 ms
Total Talk Time (CUSTOMER): 50949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/00ef7191-8faf-454f-ba2c-2876ed4a019e_20250611T18:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to see if a patient has uh coverage to get an MRI.
[AGENT][NEUTRAL] I can verify benefits.
[CUSTOMER][NEUTRAL] Or if it needs all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from the doctor's office. I don't know if you need the patient name.
[AGENT][NEUTRAL] May I have her her or his policy number?
[CUSTOMER][NEUTRAL] D43733155.
[AGENT][NEUTRAL] I do apologize. That is not our policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] Uh yeah let me
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] May I have the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] So it looks like this policy number is 02609180. This is a hospital indemnity plan. It is a limited benefit plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you today?
[CUSTOMER][NEUTRAL] Um, for an MRI.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I guess diagnostic imaging.
[AGENT][NEUTRAL] Yes, just waiting on the policy to load.
[AGENT][NEUTRAL] There is no co-pays on this plan, only benefit amount. So let's see.
[AGENT][NEUTRAL] So under the diagnostic test benefit, it will allow $100 per day, max 2 days per calendar year.
[CUSTOMER][NEUTRAL] So all is not required but it's only gonna pay $100 towards the study is that?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] What you're saying?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] [PII], you're so welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great rest of your day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.