AccountId: 011433970860
ContactId: 08c1335a-4cc1-4bbf-b4f7-7a1e6adb014d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162729 ms
Total Talk Time (AGENT): 72934 ms
Total Talk Time (CUSTOMER): 68288 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/08c1335a-4cc1-4bbf-b4f7-7a1e6adb014d_20250326T15:53_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 [PII], I'm calling to get, um, just to see if we're in network with this patient, um, gap insurance.
[AGENT][NEUTRAL] There is no network you can utilize any provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like for me to verify benefits?
[CUSTOMER][NEUTRAL] Um, yes, of course, if you can.
[AGENT][NEUTRAL] May I have your, yes, may I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and then the policy number for the patient.
[CUSTOMER][NEUTRAL] I have a group number if that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 14,640.
[AGENT][NEUTRAL] [PII], may I have a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I need the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And how are you spelling the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So the policy number will be 0193.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 552 5
[CUSTOMER][NEUTRAL] So like
[AGENT][NEUTRAL] This, this policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, I just wanted to see if they have like a copay if anything.
[AGENT][NEUTRAL] This plan will
[CUSTOMER][NEUTRAL] For a co-insurance.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and or deductibles up to the benefit amount. Yes, ma'am. This is their secondary plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect, thank you so much. I just needed to see if we were um if they were like in network of the effective date. um, do you think I could have a reference number for this call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] take
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, 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][POSITIVE] Of course you too bye bye.