AccountId: 011433970860
ContactId: 0fe72a97-fafa-41e1-a0d6-d30d256ff5d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191720 ms
Total Talk Time (AGENT): 72836 ms
Total Talk Time (CUSTOMER): 97194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0fe72a97-fafa-41e1-a0d6-d30d256ff5d0_20250618T13:26_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] Uh yes, ma'am. I am calling you from the surgery center at [PII], um, to verify this patient, it, I guess it's a secondary policy, um, and also make sure that this is something that our facility would be able to take on the patient's behalf.
[AGENT][NEUTRAL] I can verify benefits eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Patient's policy number is 02519532.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [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 policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We are an ambulatory outpatient surgical center.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and or deductibles up to the benefit amount. And for the outpatient, it allows $2,025.
[CUSTOMER][NEUTRAL] $2500 OK.
[AGENT][NEUTRAL] No, 2025.
[CUSTOMER][NEUTRAL] And we do.
[AGENT][NEUTRAL] 2025.
[CUSTOMER][NEUTRAL] 2025.
[CUSTOMER][NEGATIVE] I did not hear that right. That's how mistakes are made.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Alright, alright, so now is this do you have a network or is this something?
[CUSTOMER][NEUTRAL] Um, that we need to be in network with in order to take.
[AGENT][NEUTRAL] There is no network they can utilize any provider.
[CUSTOMER][NEUTRAL] OK, got you, and I do have the address and the EDI and everything so I'm good to go on that and so this is a secondary like a supplement policy to the primary, correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][POSITIVE] All right, thank you so much you've been a great help.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Do you give reference numbers?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Got you. Alright, thank you so much, [PII].
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well. Bye bye.