AccountId: 011433970860
ContactId: 161f71ae-b115-46c2-aea8-89e30353e0ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124580 ms
Total Talk Time (AGENT): 49948 ms
Total Talk Time (CUSTOMER): 51910 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/161f71ae-b115-46c2-aea8-89e30353e0ea_20250206T21:04_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] Yes, my name is [PII]. I'm calling from the SSM Saint Clair Surgical Center just trying to verify um benefits.
[AGENT][NEUTRAL] I can verify beneficiary. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 01828763.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], birthdate is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefits can I provide for you?
[CUSTOMER][NEUTRAL] This will be outpatient surgical um at the ambulatory surgical center. He's scheduled to come in for a vasectomy.
[AGENT][NEUTRAL] Outpatient calendar year allows $5000.
[AGENT][NEUTRAL] There's also a $1000 deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see if anything has been met for [PII].
[AGENT][NEGATIVE] And no benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, so I'll have a $1000 deductible.
[CUSTOMER][NEUTRAL] OK. And then, um,
[CUSTOMER][NEUTRAL] Let's see, I think I've got all the other information on the card.
[CUSTOMER][NEUTRAL] Do you have an electronic payer ID or is that, are they, OK.
[AGENT][NEUTRAL] Yes, ma'am. It's
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] All right. Thank you very much. That's what I needed.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.