AccountId: 011433970860
ContactId: 6d8f9856-3a72-4e82-9c7f-f6f199259fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119500 ms
Total Talk Time (AGENT): 58852 ms
Total Talk Time (CUSTOMER): 40217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6d8f9856-3a72-4e82-9c7f-f6f199259fd8_20250114T19:12_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] as well.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] How are you? What's the first initial of your last name?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you. I'm calling for benefits on a patient.
[AGENT][NEUTRAL] I can verify benefits. May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have 2203945.
[AGENT][POSITIVE] Thank you and may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you and thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] So the patient's coming in for an outpatient hospital CT scan.
[AGENT][NEUTRAL] Outpatient calendar year allows $6000.
[CUSTOMER][NEUTRAL] Is that per calendar year?
[AGENT][NEUTRAL] Per calendar year. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And have they used any?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][NEUTRAL] OK perfect and then um no authorization required, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and do you guys give reference numbers?
[AGENT][NEUTRAL] 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 it, just the effective date of the policy and we're good to go.
[AGENT][NEUTRAL] Yes, ma'am. Let me get over there.
[AGENT][NEUTRAL] Plans effective [PII] and it is active.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're so welcome. And thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye you too.