AccountId: 011433970860
ContactId: 640394e8-8d7a-4d13-a1e8-0c7c9d4e1178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176279 ms
Total Talk Time (AGENT): 68610 ms
Total Talk Time (CUSTOMER): 67759 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/640394e8-8d7a-4d13-a1e8-0c7c9d4e1178_20250321T15:52_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] Hi, good morning, [PII]. My name is [PII]. I'm calling from BAFTA Outpatient Services. It's just to verify uh patient that we have in common that they're getting gap in, uh, insurance, and we just wanna verify that max amount and that uh remaining amount.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, callback number [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is gonna be 148316.
[AGENT][NEUTRAL] It's 148316.
[CUSTOMER][NEUTRAL] 1480316 sorry.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be for [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits for this member is that for office, inpatient, outpatient?
[CUSTOMER][NEUTRAL] Uh, outpatient.
[AGENT][NEUTRAL] And this is done within an outpatient facility?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim for outpatient, the member has up to $500 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 preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Just to verify that with you. So, um, there we got the, the patient's cover for $500 per day for outpatient, but it only covers sickness and what else?
[AGENT][NEUTRAL] Injury?
[CUSTOMER][NEUTRAL] An injury. OK. So if this person, let's say, cause they're coming here for a diagnostic service, so they're having a mammogram done. That wouldn't be something that's not a sickness or an injury.
[AGENT][NEUTRAL] If it's, if they're not having a mammogram for a sickness reason, then it's considered as preventative or wellness.
[CUSTOMER][POSITIVE] OK. All right, perfect. Thank you so much. All I would need now is just the reference number.
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of H and today's date.
[CUSTOMER][NEUTRAL] OK. And last, last initial was H?
[AGENT][NEUTRAL] Yes, H [PII].
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK all right thank you so much have a lovely weekend.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great weekend as well.
[CUSTOMER][NEUTRAL] Right.