AccountId: 011433970860
ContactId: 5f648355-e996-4169-8755-619aff6feaf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191289 ms
Total Talk Time (AGENT): 66139 ms
Total Talk Time (CUSTOMER): 126979 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/5f648355-e996-4169-8755-619aff6feaf1_20250211T19:36_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] The
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from [PII] ENT. I just wanted to verify a member's, um, eligibility and benefits with the secondary plan.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] Of course it would be for the outpatient benefit right because it's not OK it's 02 02224468 ML 8 that would be 305854-5971.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's excuse me, it's [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. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] They're having surgery with our physician um at an ambulatory surgical center and I just wanted to know what those benefits were.
[AGENT][NEUTRAL] So that will be outpatient per calendar day. The benefit amount allows $1000.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has anything been met?
[AGENT][NEUTRAL] It is per calendar day, so each day they're allowed 1000.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, just one second, I'm just making notes. And this applies, um, to the physician or this would be directly to the surgery center? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Both. It will pick up the copays, the co-insurance, and or deductibles from both.
[CUSTOMER][NEUTRAL] OK. Just give me one second. I'm just making notes of everything.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEGATIVE] It can't.
[CUSTOMER][NEUTRAL] So it's both the physician and the hos and then the hospital. Um, and that is deductibles, co-pays, and co-insurance?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. If I may then just have a reference number for this call, please?
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that would be all thank you so much.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Bye thank you.