AccountId: 011433970860
ContactId: 202d9898-721a-4efe-9f70-f50e1226c2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131570 ms
Total Talk Time (AGENT): 58382 ms
Total Talk Time (CUSTOMER): 50810 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/202d9898-721a-4efe-9f70-f50e1226c2e5_20250115T20:09_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] Hi, Mr. [PII]. This is [PII] calling from Bad this Outpatient. How are you?
[AGENT][POSITIVE] I'm doing good how about you?
[CUSTOMER][POSITIVE] Good, good. Thank you for asking. I'm calling to uh obtain outpatient benefit under a member's plan.
[AGENT][NEUTRAL] May I please have a call back number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Policy number is going to be 02263029.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, nice [PII]. Date of birth [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, uh, she's coming for an X-ray of the chest, and CVV code is [PII].
[AGENT][NEUTRAL] Is this done within an outpatient facility on the office 7?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $500 per occurrence that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Beautiful.
[CUSTOMER][NEUTRAL] Uh, that will be everything. The last thing I may need is gonna be, uh, the initial of your last name and a reference number for today.
[AGENT][NEUTRAL] The reference number will be first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Beautiful. Thank you so much for the information, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Same to you, miss. Bye.
[AGENT][POSITIVE] Thank you bye.