AccountId: 011433970860
ContactId: 251331e1-5610-495d-aad6-fd328f7227df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127620 ms
Total Talk Time (AGENT): 65167 ms
Total Talk Time (CUSTOMER): 34833 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/251331e1-5610-495d-aad6-fd328f7227df_20250220T20:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify a patient's um gap insurance to see their eligibility and benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial scene [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Is 02450051 ML.
[CUSTOMER][NEUTRAL] B or H. I can't really see it here.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy you're calling in for eligibility and benefits. Is there a specific benefits you're calling in for?
[CUSTOMER][NEUTRAL] It's from Rotary Surgery Center.
[AGENT][POSITIVE] Thank you, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. This policy is currently active. The effective date is [PII]. For outpatient, the member has up to $7900 per calendar year that will go towards the primary insurance deductible, co-insurance, or copay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has he met, um, has he used any of the 7900?
[AGENT][NEGATIVE] As of right now showing that the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] Can I have a reference um number for the call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] OK.