AccountId: 011433970860
ContactId: 58041902-f061-4bbc-8698-3b67aa4c69d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290000 ms
Total Talk Time (AGENT): 107817 ms
Total Talk Time (CUSTOMER): 99358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/58041902-f061-4bbc-8698-3b67aa4c69d2_20250624T18:57_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] Hi, yes, my name is [PII]. I'm calling from [PII]. I'm trying to verify the benefits for one of my patients.
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 8802605758 ML 8.
[AGENT][NEUTRAL] OK, was that the policy number or a callback number?
[CUSTOMER][NEUTRAL] That is the policy number.
[AGENT][NEUTRAL] OK, could you repeat that?
[CUSTOMER][NEUTRAL] 0260, right, 0260575 AML 8.
[AGENT][NEUTRAL] OK, and may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII], sorry, [PII].
[AGENT][NEUTRAL] OK, that policy number is 02605758.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, that policy number does not match that person's name. Could you spell the first and last name for me please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, that's what it says in the car. That's its name, [PII]. The card number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You, you continue to state [PII] was the last number and that's the same number that I repeated and you said that was correct.
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Number 8.
[CUSTOMER][NEUTRAL] No, no, no, no. [PII].
[CUSTOMER][NEUTRAL] And then the letter ML 8.
[AGENT][NEUTRAL] And may I have the patient's date of birth?
[CUSTOMER][NEUTRAL] Patient's date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility and benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Patient is having an outpatient procedure. CPT code is 43239.
[CUSTOMER][NEUTRAL] And 45378.
[AGENT][NEUTRAL] OK, we don't go by procedure codes, we just go if it's in or outpatient and in regards to the outpatient benefits, verification of coverage does not guarantee the payment of the claim. The policy effective date is [PII]. And for outpatient, the member has up to $6000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEGATIVE] This policy is for sickness and injury only. It will not cover any type of preventative or wellness. And as of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK. I just need your name and a reference number, please?
[AGENT][NEUTRAL] The call reference will be my first name, [PII], which is spelled [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] I have [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Got it. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You