AccountId: 011433970860
ContactId: 0d47693c-083f-4382-876a-bc807d56bdd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127800 ms
Total Talk Time (AGENT): 66380 ms
Total Talk Time (CUSTOMER): 51742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0d47693c-083f-4382-876a-bc807d56bdd7_20250422T12:55_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] Good morning [PII]. This is [PII]. I'm calling from the outpatient center at [PII] to go over patients benefits and eligibility, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't know if it's right, but this is what I have 980767.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[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.
[AGENT][NEUTRAL] Which benefit can I provide?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, well, we're an ambulatory surgical facility. You guys, we have you as secondary, so do you have like a flat fee you pay or you just pay the primary co-pay co-insurance deductible depending on the rates?
[AGENT][NEUTRAL] That is correct. This plan will pick up the copays, the co-insurance, and our deductibles up to the benefit amount. So for outpatient per calendar day, this plan will allow $500.
[CUSTOMER][NEUTRAL] OK, and do you know if they've used any of that?
[AGENT][NEUTRAL] It's per calendar day. So each day they're allowed 500.
[CUSTOMER][NEUTRAL] Oh, per day. I'm sorry I thought per year I don't know what I was hearing. OK, and do you have a reference number?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it thank you you have a wonderful day.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. You have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.