AccountId: 011433970860
ContactId: 543d7413-9bdd-48fb-8305-05a87f206f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172910 ms
Total Talk Time (AGENT): 72376 ms
Total Talk Time (CUSTOMER): 84011 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/543d7413-9bdd-48fb-8305-05a87f206f27_20250321T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Associates in Advanced Maternal fetal medicine. I need to get eligibility and benefits for two mutual patients, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course it is 022-91433 M as in Mary, L as in love 7.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, her name is [PII] Date of birth is [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 this plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] I do know that she has a limit of of.
[CUSTOMER][NEUTRAL] 1500 for outpatients so I just wanna see if she's met anything towards that.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect and a reference number for this patient, [PII]?
[AGENT][NEUTRAL] It will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Perfect. And then whenever you are ready, my love, I do have one last one for you.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] Um, her member ID is 02589500 M MaryL8.
[AGENT][NEUTRAL] Thank you. And her name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Does she have an outpatient benefit and if anything has been met towards it?
[AGENT][NEUTRAL] She has outpatient per calendar day benefit amount of $1000 so that is per calendar day.
[CUSTOMER][POSITIVE] Perfect. And lastly, the reference number would be the same, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much, [PII] you have a good weekend.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great weekend as well. Bye-bye.
[CUSTOMER][POSITIVE] Likewise, my love bye bye.