AccountId: 011433970860
ContactId: 1dafcc4e-4e20-4967-9c2f-005fd1356ca5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148960 ms
Total Talk Time (AGENT): 68490 ms
Total Talk Time (CUSTOMER): 48867 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1dafcc4e-4e20-4967-9c2f-005fd1356ca5_20250618T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling from the just of Medicine Associates, and I have a patient that is going to have a procedure outpatient, and I need the benefits.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, it's 01731961 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], um, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit inpatient, outpatient, or an office setting?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's, uh, going to be in, uh a uh the diagnostic colonoscopy in an ambulatory surgery center.
[AGENT][POSITIVE] OK, I can assist you with that. I'm pulling those benefits up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And for this member verification coverage does not guarantee the payment of the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] This policy is for sickness and injury. It will not cover any preventative or wellness. For outpatient, the member has up to $2500 per calendar year. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] I need to know the um the accumulation for that.
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] As of right now, the member has used the total amount of $461.31.
[CUSTOMER][NEUTRAL] OK, perfect. Alright, and can I have the spelling of your name and a reference number for this call, please?
[AGENT][NEUTRAL] Yes, the reference number will be my first name, [PII], last initial of [PII] in today's date, with the spelling as [PII]
[CUSTOMER][POSITIVE] Perfect, thank you very much and have a nice day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm bye bye.