AccountId: 011433970860
ContactId: 45db5dc9-3e9c-4592-910e-5f2da62d5d4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169210 ms
Total Talk Time (AGENT): 91636 ms
Total Talk Time (CUSTOMER): 48769 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/45db5dc9-3e9c-4592-910e-5f2da62d5d4c_20250521T18:42_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify patients eligibility and get benefits.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] 02595732
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you say you're calling for benefits today. What type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, he's coming in for outpatient surgery.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. If his policy with us has been effective since.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Uh, 11 of 25, it is still active for outpatient benefits. This policy does have a, uh, $1000 outpatient deductible. Once the deductible has been met, the policy will then pay up to $6900 a calendar year. Um, at this time I show, um, let's see, he has.
[AGENT][NEUTRAL] If any of his deductible has been met.
[AGENT][NEUTRAL] He has.
[AGENT][NEGATIVE] Not met any of the $1000 deductible.
[CUSTOMER][NEUTRAL] OK, now is this a gap plan or?
[AGENT][NEUTRAL] It is, yes, a supplemental gap.
[CUSTOMER][NEUTRAL] OK, cause I'm sure he has, he has 2 outpatient procedures and 1 inpatient procedure. Does the inpatient pay the same way?
[AGENT][NEUTRAL] Let me uh take a look at those, uh, inpatient benefits.
[CUSTOMER][NEUTRAL] Yeah, and these are all for the professional fee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so there is no deductible for the inpatient benefits. Um, it will pay a separate, uh, $7900 a calendar year.
[CUSTOMER][NEUTRAL] OK, so he has 2 calendar year maxes, one for in and one for out.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right, [PII] and the first, the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You as well, you too bye bye.