AccountId: 011433970860
ContactId: 377053f0-90ba-4e19-abc4-e4e5875e8402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119879 ms
Total Talk Time (AGENT): 63525 ms
Total Talk Time (CUSTOMER): 33426 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/377053f0-90ba-4e19-abc4-e4e5875e8402_20250423T17:48_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 [PII], my name is [PII]. I'm calling to check, uh, patient eligibility and benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] It's 024.
[CUSTOMER][NEUTRAL] 15262.
[CUSTOMER][NEUTRAL] ML 8
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility and benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Uh, yes. Patient is scheduled to come for a colonoscopy and also endoscopy.
[AGENT][NEUTRAL] And this is done within an outpatient or diagnostic facility?
[CUSTOMER][NEUTRAL] Outpatient hospital uh setting.
[AGENT][POSITIVE] Thank you, and I'm pulling that information up for you now.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim, for the eligibility member is currently active with the effective date of [PII]. For outpatient, the member has up to $250 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is only 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][POSITIVE] Uh, no, that'll be all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you