AccountId: 011433970860
ContactId: 23795cd3-ce5b-4ae4-913c-36fcb74117ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139240 ms
Total Talk Time (AGENT): 49751 ms
Total Talk Time (CUSTOMER): 48169 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/2025/05/30/23795cd3-ce5b-4ae4-913c-36fcb74117ae_20250530T19:47_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, good afternoon. I'm calling to verify benefits uh for patients coverage.
[AGENT][NEUTRAL] May I have your name and then a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] callback number is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling from the provider's office?
[CUSTOMER][NEUTRAL] Uh, from the facility?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, that is going to be.
[CUSTOMER][NEUTRAL] 01473182 M as in Mary, L as in Lima, the number 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, yeah, patients having outpatient surgery at an outpatient hospital facility.
[AGENT][NEUTRAL] OK, I'm pulling the information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this policy it is showing that it's no longer active, that the term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, there's no way to check if there's possibly any other policy on, on file for this patient.
[AGENT][NEUTRAL] The member does not have an active policy with us.
[CUSTOMER][NEUTRAL] Mm, OK, I will call the patient to confirm that. Are you able to provide me a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number it will be my first name [PII], that is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect all right well thank you very much for that verification. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you.