AccountId: 011433970860
ContactId: 2aa9ac97-f6d2-424b-9328-b859a3cc6b19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115629 ms
Total Talk Time (AGENT): 54302 ms
Total Talk Time (CUSTOMER): 53255 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/2aa9ac97-f6d2-424b-9328-b859a3cc6b19_20250306T14:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I am calling from a, uh, Boca Raton, uh, an outpatient hospital in [PII]. I have your member scheduled for surgery. I just wanted to verify, uh, benefits, please.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, my name is first name is [PII] like the month. The policy number is 02566933.
[AGENT][POSITIVE] Thank you. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] on [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Would this be inpatient or outpatient?
[CUSTOMER][NEUTRAL] This is an outpatient?
[AGENT][NEUTRAL] Outpatient calendar year allows $6800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This plan will pick.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] This plan will pick up the copays to co-insurance and our deductibles up to the benefit amount.
[CUSTOMER][NEUTRAL] OK, has she, has she used any of it yet?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK, so she has $6800.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] For the for benefit, OK, um, can I have your name and a call reference number please?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date. May, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that is all. Thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.