AccountId: 011433970860
ContactId: 4b17f542-a8cc-4ba1-8775-04a1bc169482
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163360 ms
Total Talk Time (AGENT): 66939 ms
Total Talk Time (CUSTOMER): 93393 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4b17f542-a8cc-4ba1-8775-04a1bc169482_20250128T17:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, I'm calling for outpatient benefits for 2 members.
[CUSTOMER][NEUTRAL] And your date of birth?
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] And [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] 1261839 ML 7.
[CUSTOMER][NEUTRAL] Uh, Max Polo 7-1866.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] No, I don't have, yeah, I won't have that, but I can give you the Outpatient.
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit that you're calling in for?
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It is 305.
[CUSTOMER][NEUTRAL] 913.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. You're calling in for outpatient benefits. The member does have up to $500 per calendar day 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 on this member, [PII]?
[CUSTOMER][NEUTRAL] 067.
[CUSTOMER][NEUTRAL] And that's where I get
[CUSTOMER][POSITIVE] You're welcome no problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] On, on that one, no.
[AGENT][NEUTRAL] OK. May I have the next policy number?
[CUSTOMER][NEUTRAL] I have your attention
[CUSTOMER][NEUTRAL] Yes, it is 1526435 ML 8.
[CUSTOMER][NEUTRAL] So we are not doing anything back.
[CUSTOMER][NEUTRAL] Supposedly they're going.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, I know some people bought some stuff, but whatever you keep, keep it in a bag so that it's easier to take out.
[AGENT][NEUTRAL] And for this member, it does show that the policy is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] He told me Friday they're gonna come back.
[CUSTOMER][NEUTRAL] The plans
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, can I get a reference number for our call, please?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much [PII] have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a good day as well.
[CUSTOMER][NEUTRAL] You too.