AccountId: 011433970860
ContactId: 2997f3d4-e965-46d2-92ba-b6757d505635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211509 ms
Total Talk Time (AGENT): 73390 ms
Total Talk Time (CUSTOMER): 78744 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2997f3d4-e965-46d2-92ba-b6757d505635_20250520T19:12_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] Hey [PII], how, how are you?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Not bad, not bad, thank you.
[CUSTOMER][NEUTRAL] So I was calling about a uh.
[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to understand. I'm looking at the policy online and emergency room visits I do I give you my policy?
[AGENT][NEUTRAL] Yes, may I have the policy number?
[CUSTOMER][POSITIVE] Yeah, I have it right here. Where did it go?
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] I have a question, so it's an emergency room, is that considered outpatient or inpatient? I, I have two numbers here.
[AGENT][NEUTRAL] They're both the same policy number. You would just stop at the number before the letter M.
[CUSTOMER][NEUTRAL] OK, so it's 02460299 and that's it, yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address and the email address listed on file.
[CUSTOMER][NEUTRAL] The address is [PII], and it's either [PII] or [PII].
[AGENT][NEUTRAL] OK, we do have the [PII] one and may I please have a callback number just in case the call is disconnected?
[CUSTOMER][POSITIVE] Bless you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you so much Mr. [PII] for verifying your policy. You were calling in to see if emergency room is covered?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, a co-pay.
[CUSTOMER][NEUTRAL] Co-pay came back to as $1000.
[AGENT][NEUTRAL] OK, let me check that for you.
[CUSTOMER][NEGATIVE] But online it says 0 looks like it says 0 benefit. I'm just not sure if that's right or not.
[AGENT][POSITIVE] I'm pulling that up for you now.
[AGENT][NEUTRAL] Now, was it a claim that was submitted in?
[AGENT][NEUTRAL] Did you have a question on or just the benefits? OK.
[CUSTOMER][NEUTRAL] Not yet, no. No, I, I, I just got the EOB, uh-huh.
[CUSTOMER][NEUTRAL] From the insurance, but they, uh, at, at the, at the time of service, the uh gap was not given.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so for the outpatient emergency room benefits, verification of coverage does not guarantee the payment of the claim. You do have up to $1000 per calendar day that we would apply towards the primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, very good, and it clears it up.
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it you've been very helpful.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye.