AccountId: 011433970860
ContactId: 5fc028b8-1d8c-4165-86b0-c75d6e0a2284
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232199 ms
Total Talk Time (AGENT): 83620 ms
Total Talk Time (CUSTOMER): 65584 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5fc028b8-1d8c-4165-86b0-c75d6e0a2284_20250402T20:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get benefits for a patient, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 02538548.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], 3, I'm sorry, [PII].
[AGENT][NEUTRAL] And you said benefits, is that correct? or claim status?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it's gonna be for benefits for an MRI scan done outpatient hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment basic outline of the policy. I show the policy is effective [PII]. It's current and active.
[AGENT][POSITIVE] And let me get the benefits.
[CUSTOMER][NEUTRAL] And I'm so sorry before we move any further, can I have the um claims address for billing purposes?
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] Sure, uh, claims address is [PII].
[AGENT][NEUTRAL] [PII], Oklahoma, 73124-8950.
[CUSTOMER][NEUTRAL] OK, and this is um American Public Life Insurance?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said, uh, outpatient MRI?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And, and patient is the uh spouse, correct?
[AGENT][NEUTRAL] Yes, the insured is um.
[AGENT][NEUTRAL] Looks like
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for this policy, um, let's see.
[AGENT][NEUTRAL] Diagnostic testing benefit, it's gonna be $200 maximum payout per day, one calendar day or one per calendar year. I'm sorry.
[CUSTOMER][NEUTRAL] OK, and she hasn't used um has she used the payout yet or?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I don't show that she has.
[CUSTOMER][NEUTRAL] OK, so it, the, basically the insurance is only covering $200.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Um, let's see, MRI scan.
[CUSTOMER][NEUTRAL] OK, and there's like no deductible, no out of pocket?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, there's not.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] OK, can I just have your name, the initials of your last name, and the reference number?
[AGENT][NEUTRAL] Uh, reference number will be my name [PII]. First initial to last name is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Mhm.