AccountId: 011433970860
ContactId: 0d201651-6f5e-439b-aff9-1adc24923fae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139800 ms
Total Talk Time (AGENT): 66434 ms
Total Talk Time (CUSTOMER): 51759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/0d201651-6f5e-439b-aff9-1adc24923fae_20250211T16:51_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, yes, this is [PII] calling from Astro Health. How are you doing today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing great, thank you for asking. So, [PII], the reason for the call we verifying, I'm trying to verify the benefits for one of my patients.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] It is 02003102 MLA.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which benefits can I provide for you?
[CUSTOMER][NEUTRAL] Patient is having an outpatient procedure, a colonoscopy and endoscopy.
[AGENT][NEUTRAL] Outpatient calendar year allows $7350.
[AGENT][NEUTRAL] This will pick up the copays, the co-insurance, and our deductibles up to the $7350.
[CUSTOMER][NEUTRAL] And they're still available?
[AGENT][NEUTRAL] Yes, ma'am. No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK. [PII], do you spell your name [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] And the reference number?
[AGENT][NEUTRAL] It will be my name, last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That will be it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You're so, you're so welcome, [PII], and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye bye.