AccountId: 011433970860
ContactId: 2d3331e4-0219-4a6b-a417-e40965faa9b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130720 ms
Total Talk Time (AGENT): 74090 ms
Total Talk Time (CUSTOMER): 32824 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2d3331e4-0219-4a6b-a417-e40965faa9b4_20250418T14:08_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, my name is [PII]. I'm calling from a provider's office. I need to verify benefits for a patient, please.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 023-315-96 ML 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Um, yeah, outpatient surgery.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[AGENT][NEUTRAL] And this member does have a new policy number. Are you ready for that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 61
[AGENT][NEUTRAL] 1670.
[AGENT][NEUTRAL] And that policy is showing that it is currently active with the effective date of [PII] and you're calling in for outpatient benefits verification of coverage does not guarantee the payment of the claim. This member does have up to $250 per calendar day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 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] No, that's all for today. If I can just have a call reference number please.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[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 bye