AccountId: 011433970860
ContactId: 5bd091bf-573c-43a3-8186-a0c80d637fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179259 ms
Total Talk Time (AGENT): 89212 ms
Total Talk Time (CUSTOMER): 60266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5bd091bf-573c-43a3-8186-a0c80d637fa2_20250602T19:44_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] Yes, hi, [PII]. How are you? My name is [PII], and I'm calling to verify eligibility for patient and benefits.
[AGENT][NEUTRAL] OK, may I please have the callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02543182 M as in Mary, L as in Lima, and the number 8.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Yes, uh, regarding outpatient hospital MRI.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $1000 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 type of preventative or wellness.
[AGENT][NEUTRAL] And for the eligibility, it is currently active with the effective date of [PII].
[CUSTOMER][NEUTRAL] Thank you so very much. And just to confirm, this is a, a gap policy, correct? So no authorization is required?
[AGENT][NEUTRAL] No authors required.
[CUSTOMER][POSITIVE] Perfect thank you so very much. Is there a call reference number?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII] and today's date. And is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, just to confirm, um the spelling of your name, is it [PII]?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so very much. I appreciate that. And just to confirm, what is the claims address um that's currently on file?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so very much. I hope you have a wonderful day and a lovely week.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII]. You have a great day and a wonderful week as well.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][POSITIVE] Thank you bye.