AccountId: 011433970860
ContactId: 20966c1d-11b3-4dfc-8506-9aa5e281d3bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167259 ms
Total Talk Time (AGENT): 68780 ms
Total Talk Time (CUSTOMER): 94606 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/20966c1d-11b3-4dfc-8506-9aa5e281d3bd_20250425T16:56_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, [PII]. My name is [PII]. I'm calling um to find out if uh somebody has uh benefits with APL as a as a secondary insurance.
[AGENT][NEUTRAL] OK, and you're the provider?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] May I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01688493.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy, [PII], you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, uh, a diagnostic colonoscopy.
[AGENT][NEUTRAL] And this is done within an outpatient facility or diagnostic facility?
[CUSTOMER][NEUTRAL] An outpatient facility.
[AGENT][NEUTRAL] OK. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatients, the member does have up to $500 per calendar day. 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] That you don't have if you put some website.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Do you have an effective date? because the effective date we had on here had been expired and I was like.
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] The effective date is showing [PII].
[CUSTOMER][NEUTRAL] [PII] OK, and so it's still in effect at this point, correct?
[AGENT][NEUTRAL] Yes, currently active.
[CUSTOMER][NEUTRAL] OK, alright, that's what I needed to find out. Our that we had it in the system once before and it had a um end date of [PII] and otherwise we could have added into our system without having to call you all but I wanted to make sure that it was still in effect.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] All right well thank you very much that's all I need um if I could maybe just get an uh reference number.
[AGENT][NEUTRAL] Anything real talk, Mr. [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Uh huh and today, OK, alright, thank you very much, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][POSITIVE] Alright thank you you too bye bye.