AccountId: 011433970860
ContactId: 699c29a2-f9dd-490b-bdf9-ca398f7a8f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251440 ms
Total Talk Time (AGENT): 107667 ms
Total Talk Time (CUSTOMER): 108438 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/699c29a2-f9dd-490b-bdf9-ca398f7a8f63_20250207T18:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], excuse me, my name is [PII]. I'm actually calling from um BB's pre-registration department. I have a patient who is coming up for surgery, and he says that he has American Public Life, um, that covers surgeries. However, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's not on the surgeon's um.
[CUSTOMER][NEUTRAL] Order sheet or scheduling sheet for his surgery. I do have his insurance number. He said he did not have the number with him when I called to go over his information, so I was just calling to, to verify, um, his benefits through this, through this American. OK, um, I have his name and his.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] His name and, uh, do you have his social?
[CUSTOMER][NEUTRAL] I have his name.
[CUSTOMER][NEUTRAL] I have this uh United Healthcare. Let me just take a look in this, hold on for one moment, let me go back to the other screen.
[CUSTOMER][NEUTRAL] See if I do have his social.
[CUSTOMER][NEUTRAL] No, I don't have that. I just have the, you know, the.
[AGENT][NEUTRAL] OK, I can try to pull him by his last name. What, what is his last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, if you could verify his date of birth, please.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. Let me go ahead and give you his policy number with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 152-6352.
[AGENT][NEUTRAL] And is this surgery going to be for outpatient or inpatient?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's going to be outpatient. I do have a procedure number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, please do that.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment.
[AGENT][NEUTRAL] Uh, his policy is effective with us at this time. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, this is a supplemental gap, uh, paying secondary to his major medical and for outpatient benefits, the policy pays up to $4500 a calendar year. I show for [PII], the full amount is available.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, so it doesn't matter what type of surgery, just that amount is, um, is payable for what he's having done.
[AGENT][NEUTRAL] Uh, well, it is again, uh, what, you know, benefits are not guaranteed, we must, um.
[AGENT][NEUTRAL] You know, review the claim. What is the procedure code uh that you have? I can maybe give you a little bit, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's um 552-50. It's a vasectomy.
[AGENT][NEUTRAL] 552. OK, so vasectomies are not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. And
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alrighty and what was your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] All right, [PII], and is there a call reference number for today?
[AGENT][NEUTRAL] Yes ma'am, to reference our call you will use my name and today's date.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][POSITIVE] All righty, Miss [PII], thank you so much um for that. I appreciate it.
[AGENT][POSITIVE] You're welcome you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Mhm you too bye bye.
[AGENT][POSITIVE] Thank you for calling APL Regina bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.