AccountId: 011433970860
ContactId: 67ae79e4-fba4-4e34-92f0-b69a3728e36f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241679 ms
Total Talk Time (AGENT): 85793 ms
Total Talk Time (CUSTOMER): 110080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/67ae79e4-fba4-4e34-92f0-b69a3728e36f_20250415T14:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry your line cut off your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], good morning. My name is [PII], and I had a few questions about my um policy. Uh, do I give you my payer ID group number so you can help me out, please?
[AGENT][NEUTRAL] I'm needing the benefit certification number listed on the card.
[CUSTOMER][NEUTRAL] Uh, in hospital or outpatient?
[AGENT][NEUTRAL] They're both the same. You would just stop at the number before the letter M.
[CUSTOMER][NEUTRAL] Got you. OK, so 02597279.
[AGENT][NEUTRAL] Thank you and may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII]. It's my office.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your date of birth and mailing address please?
[CUSTOMER][NEUTRAL] Of course, [PII], mailing address [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It does like we have an email address. Could you verify that for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much for seeing you for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] OK, I'm calling to see what benefit um.
[CUSTOMER][NEUTRAL] This plan covers in terms of maternity.
[CUSTOMER][NEUTRAL] Um, cause my primary insurance for when I go to give birth, I have a $2000 deductible. So I wanted to see if um my gap covers that deductible.
[AGENT][NEUTRAL] You're talking about for the delivery?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling that information up for you you.
[CUSTOMER][NEUTRAL] I'll call him right back. I'm sorry?
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. You're calling in for inpatient benefits for this policy, it does cover up to $3000 per occurrence.
[AGENT][NEUTRAL] So that will go towards your primary insurance deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so inpatient benefit.
[CUSTOMER][NEUTRAL] Is 3000 per occurrence, correct?
[AGENT][NEUTRAL] It really be, it'll just be per calendar year.
[AGENT][NEUTRAL] For when you're confined, so it's up to $3000.
[CUSTOMER][NEUTRAL] OK, cause I, I've been to the hospital before this year, so.
[CUSTOMER][NEUTRAL] I, I just wanna make sure, have I reached that threshold yet or?
[AGENT][NEUTRAL] I don't see in a confinement. I don't see where you stayed in the hospital.
[CUSTOMER][NEUTRAL] Oh, no, I haven't been confined. I haven't been confined to the hospital. So that's just strictly for confinement.
[AGENT][NEUTRAL] Yes, this is your
[CUSTOMER][NEUTRAL] The 3000 for the year.
[AGENT][NEUTRAL] I gave you the in inpatient for when you deliver to be confined within a hospital.
[CUSTOMER][POSITIVE] Confined. OK, perfect.
[CUSTOMER][POSITIVE] Uh, perfect. OK, that's what I wanted to verify. OK. All right. Thank you so much. Do you mind if I get the spelling of your name just for my notes, please?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you. I appreciate it. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] You're welcome
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you bye.