AccountId: 011433970860
ContactId: 5d04d586-ae6d-4af5-8341-d5059853e51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197309 ms
Total Talk Time (AGENT): 75282 ms
Total Talk Time (CUSTOMER): 94709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5d04d586-ae6d-4af5-8341-d5059853e51d_20250402T21:09_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm giving you a call from insurance verification department for um Bayside Ambulatory Center. I have a member that provided me, um, her information. I just wanna verify she said um she has a supplemental plan. Do you guys.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, are you calling for benefits or eligibility?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, well, eligibility, I guess, benefits are eligibility.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, mhm, I have the.
[AGENT][NEUTRAL] Could I get the callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, I have 025894.
[CUSTOMER][NEUTRAL] 98 M as in Mary, L as in lion, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her policy. I do show she has a policy effective with us since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So it is a supplemental plan. Does she, is it a gap? Does she, does she have like a limit?
[AGENT][NEUTRAL] It's a supplemental gap policy. Would you like to verify outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment for outpatient benefits or policy.
[CUSTOMER][NEUTRAL] And what is your name sir?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, sorry about that.
[AGENT][NEUTRAL] Uh, for outpatient benefits, the policy pays $1000 a day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, give me just a moment. I'm trying to find you guys here to add you. so it would be under Amed?
[AGENT][NEUTRAL] No, this is American Public Life. You may not be able to add it into your system. It may not come up.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK, so then let me get all the information. So it is.
[CUSTOMER][NEUTRAL] American.
[AGENT][NEUTRAL] Public life
[CUSTOMER][NEUTRAL] Public life.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And the claim address?
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII], can you repeat the zip code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Is that, is, uh, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK, [PII], you have a wonderful day. Thank you for calling APO bye bye.
[CUSTOMER][POSITIVE] You too thank you bye.