AccountId: 011433970860
ContactId: 3301c901-c202-4a16-ba00-102d88d00c59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166639 ms
Total Talk Time (AGENT): 70082 ms
Total Talk Time (CUSTOMER): 86038 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/3301c901-c202-4a16-ba00-102d88d00c59_20250124T13:19_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Athens General and Colorectal surgeons, and I have a patient who is using American Public Life Insurance, I guess is a secondary to their United Healthcare, so I just need to call and make sure that it's valid and billable.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with benefits. Could I please get your name again and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] is [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] I have a member ID, a subscriber ID. I don't have a copy of the actual card, um.
[AGENT][NEUTRAL] OK, what's the subscriber ID?
[CUSTOMER][NEUTRAL] OK, so that is 01816168.
[AGENT][NEUTRAL] OK. And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] Um, is this for inpatient or outpatient benefits or an office visit?
[CUSTOMER][NEUTRAL] Uh, right now it's for an office visit. Um, she's coming in for, let me look and see what she's coming in for.
[CUSTOMER][NEUTRAL] Uh, she's coming in for an annual colonoscopy.
[AGENT][NEUTRAL] OK, thank you. And let's see. OK, for office visits, the co-pay is not covered, but we do cover up to 1500 per day um for the co-insurance and the deductible after the primary insurance processes for claim.
[CUSTOMER][NEUTRAL] OK, coinsurance after.
[CUSTOMER][NEUTRAL] Primary, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, perfect, Miss [PII]. All I need is a reference number and I appreciate your call. Thank you so so much.
[AGENT][NEUTRAL] OK, no problem. The reference number, you can use my name and today's date. Um my name is spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No ma'am I hope you have a wonderful uh Friday and a great weekend.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][POSITIVE] Thanks.