AccountId: 011433970860
ContactId: 0a96f4a7-5ca5-4deb-b3a3-68c00eb6cec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138699 ms
Total Talk Time (AGENT): 70722 ms
Total Talk Time (CUSTOMER): 55931 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0a96f4a7-5ca5-4deb-b3a3-68c00eb6cec4_20250110T16:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Woman's Hospital, and I was calling to verify a member's um benefits, please.
[AGENT][POSITIVE] OK, I can help you with that [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 02585395.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you did say you were calling for benefits. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] It's um so it's, let's see, she just I kinda answered the phone when she was giving us this insurance it's an MRI um.
[AGENT][NEUTRAL] MRI OK.
[AGENT][NEUTRAL] Please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] Uh, it looks like her policy with us has been effective since [PII]. It is still active.
[AGENT][NEUTRAL] Um, for an MRI it will be covered under her outpatient benefits. For outpatient benefits, the policy does have a $1000 deductible, which has not been met. Once the deductible is met, the policy pays up to $5350 a calendar year.
[CUSTOMER][NEUTRAL] 5350.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, after deductible.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And this is after the primary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Like since this is a gap, OK, and then, um, do you know if an authorization is required?
[AGENT][NEUTRAL] Authorization is not required for this policy.
[CUSTOMER][NEUTRAL] All right, and do you provide reference numbers?
[AGENT][NEUTRAL] To reference our call, you will use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] All right I really appreciate it.
[AGENT][POSITIVE] You have a wonderful weekend thank you for calling APO.
[CUSTOMER][NEUTRAL] Same to you thanks bye.
[AGENT][NEUTRAL] Bye bye.