AccountId: 011433970860
ContactId: 2b7d8fd1-1a80-439d-b278-7ed9ab22b516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112309 ms
Total Talk Time (AGENT): 60319 ms
Total Talk Time (CUSTOMER): 24822 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2b7d8fd1-1a80-439d-b278-7ed9ab22b516_20250109T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon. I'm calling to get outpatient benefits for a member.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02563214
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for outpatient benefits. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification coverage does not guarantee the payment of the claim for this member they they do have 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] Do they have the full amount available?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] And if I can have the effective date.
[AGENT][POSITIVE] Yeah, let me get that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It is showing the effective date is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too
[AGENT][POSITIVE] Thank you.