AccountId: 011433970860
ContactId: 255219dc-8dec-4d53-9381-44b86a318648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145759 ms
Total Talk Time (AGENT): 59909 ms
Total Talk Time (CUSTOMER): 54745 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/255219dc-8dec-4d53-9381-44b86a318648_20250114T19:28_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 trying to get some benefit information on a member.
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] Policy number we have is 022-03921 M for [PII] L for Larry 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And it is uh [PII] [PII].
[AGENT][POSITIVE] And thank you [PII] for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] And yeah, I'm trying to get the benefits for this member. This patient is having an outpatient surgical procedure.
[AGENT][NEUTRAL] OK, and this is done within an outpatient facility?
[CUSTOMER][NEUTRAL] And this is gonna be, yes, I'll pay him.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for this policy verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] For outpatient, the member has up to $6000 per calendar year 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] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, have they used anything of that 6000?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK awesome, um, [PII], can I have the first initial to your last reference card number please?
[AGENT][NEUTRAL] The first initials of the last name is [PII] and the call reference will be my first name, last initial and today's date.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help you have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.