AccountId: 011433970860
ContactId: 4c020150-d051-4a7f-8601-3323d5902a27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194690 ms
Total Talk Time (AGENT): 66365 ms
Total Talk Time (CUSTOMER): 92477 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4c020150-d051-4a7f-8601-3323d5902a27_20250203T16:11_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] Hey [PII], this is [PII]. I'm calling from a provider's office and I was just trying to verify some information on this patients um.
[CUSTOMER][NEUTRAL] Surgery that's coming up next week. Um, we're an oral surgeon and he is having an extraction with sedation.
[CUSTOMER][NEUTRAL] And I have different codes, but I was wondering I don't have a copy of his card or his ID. I just have his social.
[AGENT][NEUTRAL] May I have the social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII]. This policy is in his dad's name, [PII].
[AGENT][NEUTRAL] And would you like a fax back for this number?
[CUSTOMER][NEUTRAL] Uh, sure, that'll be fine.
[AGENT][NEUTRAL] May I have the fax number please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Let me repeat that. It is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Into the attention.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, now with that fax back it will show all the codings or anything that is listed on there and also the member's benefits.
[CUSTOMER][NEUTRAL] OK great wonderful and um policy number is um do we just use the social or will it have it on there as well?
[AGENT][POSITIVE] I'm getting ready to give it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy number is 0243.
[AGENT][NEUTRAL] 2196 and it does show that the policy effective date is [PII].
[AGENT][NEUTRAL] And that policy number will also be listed on that fax back as well.
[CUSTOMER][POSITIVE] Great, OK, that's wonderful and, and it'll break down like his oral surgery benefits and everything that's that's covered, OK, and maximum deductible and all?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] As well, and there's no waiting period I'm assuming since it's [PII] so he's well past that I'm sure.
[AGENT][NEUTRAL] Let me pull that up for you and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll do it.
[AGENT][POSITIVE] I will get this submitted over to you within the business day.
[CUSTOMER][NEUTRAL] OK great and what was your name and reference number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] have a good one.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.