AccountId: 011433970860
ContactId: 60a2b39e-73d1-4e8f-889b-56b11b5641bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138960 ms
Total Talk Time (AGENT): 61733 ms
Total Talk Time (CUSTOMER): 57840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/60a2b39e-73d1-4e8f-889b-56b11b5641bd_20250314T18:50_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] Hi [PII]. My name is [PII]. I'm calling from Sarasota Memorial Hospital in [PII]. I have a patient who's scheduled to come in for an EGD procedure, and I, uh, need to see how this pays. He has the Aetna as primary insurance.
[CUSTOMER][NEUTRAL] And I need to know how the APL if it picks up anything uh that's secondary.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have one actually.
[CUSTOMER][NEUTRAL] Got a copy of the card um.
[CUSTOMER][NEUTRAL] Let's the policy number I see on here is 02107628ML7.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [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. And would this be for inpatient, outpatient?
[CUSTOMER][NEUTRAL] It's outpatient
[AGENT][NEUTRAL] Outpatient calendar year allows $3000 so this policy will pick up the copays, the co-insurance, and our deductibles up to the $3000.
[CUSTOMER][NEUTRAL] And and can you tell if anything has been met?
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] Alright, and I need you guys give out a call reference number.
[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][POSITIVE] That's all I need for now. You enjoy the rest of your day and have a great weekend.
[AGENT][POSITIVE] Thank you for calling American Public Life here. You have a great weekend as well. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too bye now.