AccountId: 011433970860
ContactId: 1f332e6a-23a4-4401-9191-c7fe6cfec00c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124180 ms
Total Talk Time (AGENT): 65355 ms
Total Talk Time (CUSTOMER): 40241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/1f332e6a-23a4-4401-9191-c7fe6cfec00c_20241231T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to see if my procedure is gonna be covered that's coming up.
[AGENT][NEUTRAL] OK, I can take a look at your policy and see, uh.
[AGENT][NEUTRAL] Uh, what it covers, uh, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number with us?
[CUSTOMER][NEUTRAL] 0209.
[CUSTOMER][NEUTRAL] 9852.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you could verify your date of birth and your mailing address please.
[CUSTOMER][NEUTRAL] [PII] uh [PII]:10 North Independence In in Oklahoma 73701.
[AGENT][NEUTRAL] OK, thank you so much for verifying your account and you're calling to see if a procedure is covered. Uh, what type of procedure will it be?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's a colonoscopy and an EGD.
[AGENT][NEUTRAL] OK. And is it done in an outpatient, uh, surgical center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, please be advised verifying benefits is not guaranteed payment.
[AGENT][NEUTRAL] So it looks like that um.
[AGENT][NEUTRAL] Those procedures would be covered under the outpatient benefit and, and it looks like you have $3000 a calendar year to use towards, um, those procedures.
[CUSTOMER][NEUTRAL] OK, so it would be covered?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what I wanna make sure of because they had just called and they wasn't for sure if it would be covered or not, so that's why I wanted to call.
[AGENT][NEUTRAL] OK, yes, they should, uh, just give us a call to verify your benefits and we will let them know it is a covered procedure.
[CUSTOMER][NEUTRAL] OK, I will call them and let them know that.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.