AccountId: 011433970860
ContactId: 672809ee-1f81-4d08-a626-44bce8d6c645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150860 ms
Total Talk Time (AGENT): 58440 ms
Total Talk Time (CUSTOMER): 69549 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/672809ee-1f81-4d08-a626-44bce8d6c645_20250210T14:09_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATM.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I can hear you speaking, but it kind of sounds distorted. I'm so sorry.
[AGENT][POSITIVE] OK. No problem. Is that better?
[CUSTOMER][POSITIVE] Much better. Hi, good morning.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] Um, I was, I was wondering if you could assist me in verifying if a patient is um still under contract with American Public Life.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Last name [PII], and my callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, the policy number that I have is 021-75427.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], does this patient have a.
[CUSTOMER][NEUTRAL] Like a calendar year amount for an outpatient visit?
[AGENT][NEUTRAL] Well, under this policy, it's um by, by the calendar day. So we cover up to 500 per day and that's for the co-pay, the co-insurance and deductible after the primary insurance.
[CUSTOMER][NEUTRAL] OK, so $500 per day, alrighty.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][POSITIVE] OK, thank you so much. May I, no, I think you've answered all of my questions for now. Um, may I please have your name once more, the first initial to your last and a reference number?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. Um it's Evie spelled [PII] and my last initial is M like [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I really appreciate all of your help.
[AGENT][POSITIVE] No problem, [PII]. uh thank you for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Mm thank you.