AccountId: 011433970860
ContactId: 4ba8ca8d-7748-4f79-bdbc-b4bde29d3caf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176220 ms
Total Talk Time (AGENT): 64176 ms
Total Talk Time (CUSTOMER): 109576 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/4ba8ca8d-7748-4f79-bdbc-b4bde29d3caf_20250509T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], um, and I'm calling because I have a colonoscopy scheduled for next Wednesday, um, and I have, um, the hospital, um, reaching out to me, uh, charging me $500.
[CUSTOMER][NEUTRAL] So I wanted to know.
[AGENT][NEUTRAL] I'm sorry, you wanted to verify.
[CUSTOMER][NEUTRAL] It it
[CUSTOMER][NEUTRAL] I wanted to verify that that's the case, that I have to pay the $500.
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] Um, is that would that be the payer ID?
[AGENT][NEUTRAL] No, ma'am. It should say inpatient or outpatient er number.
[CUSTOMER][NEUTRAL] Oh, OK, I'm sorry. OK, yes, it's 024.
[CUSTOMER][NEUTRAL] 620-19 Mike Lima 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, um, it's uh [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII]. 0, I said that already. I'm sorry, what was the other thing you asked me? I'm trying to multitask. It's not working. OK, my mailing address because I'm typing here, my mailing address is, yes, it's um [PII]
[AGENT][NEUTRAL] It's OK. Your mailing address and your email.
[AGENT][NEUTRAL] It's OK. It's Friday. It's OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. So would your procedure be inpatient or outpatient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] So under your outpatient per calendar day, you are allowed $1000. So just have them file with your primary, then once they get that back, they can file with your secondary.
[CUSTOMER][POSITIVE] OK, alright, perfect.
[AGENT][NEUTRAL] Yes, ma'am. Just give them your card and tell them to file as secondary.
[CUSTOMER][NEUTRAL] So then
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty, I will do that thank you so very much. I appreciate you.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] And have
[CUSTOMER][POSITIVE] Thank you thank you you too bye [PII] bye bye.
[AGENT][NEUTRAL] Bye-bye.