AccountId: 011433970860
ContactId: 712d3d43-0407-4013-ab77-f2c098b602df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217889 ms
Total Talk Time (AGENT): 97914 ms
Total Talk Time (CUSTOMER): 90413 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/712d3d43-0407-4013-ab77-f2c098b602df_20250203T13:21_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is and I'm calling from Health First Medical Group. Um, um, patients using American Public Life Insurance as a secondary. Um, she's having a surgery. I don't even know if it's gonna be covered by you guys, but can you check for me, please?
[AGENT][NEUTRAL] What kind of surgery is it?
[CUSTOMER][NEUTRAL] Um, this is a vascular outpatient surgery.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My first name is [PII], first initial.
[AGENT][NEUTRAL] You know what's
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, [PII]. OK. What's the policy number?
[CUSTOMER][NEUTRAL] Um, that is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1,446,530 M for Mike, L for Lima, number 8 at the end.
[AGENT][NEGATIVE] OK. Can you repeat that, [PII]? You're cutting in and out and I can barely hear you.
[CUSTOMER][NEUTRAL] So sorry. 1,446,530. M for Mike, L for Lima, number 8. Were you able to hear me this time?
[AGENT][NEUTRAL] OK. And what
[AGENT][NEUTRAL] Yes, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Let me give you the current policy number.
[AGENT][NEUTRAL] That number is 196.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 7205.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] That's the policy number before the M. We just need the numbers before the letter M.
[CUSTOMER][NEUTRAL] 00, before the letter M.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so after the M it's the same thing cause I don't know how um my knee.
[AGENT][NEUTRAL] No, just use number 10 I'm sorry, 1967205, so when you call us just give us that number.
[CUSTOMER][NEUTRAL] And join up with that ML 8.
[AGENT][NEUTRAL] Just give us the numbers before the elm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Showing the policy effective date is [PII]. Policy is active at this time and you said outpatient facility, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That benefit is up to $6000 per calendar year.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment?
[AGENT][NEUTRAL] And let me check to see if she's used any of that benefit. I don't show any of the benefit used at this time.
[AGENT][NEUTRAL] Did you have any other questions?
[CUSTOMER][NEUTRAL] So it will be covered, yes, do you guys require authorizations?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, prior authorization is not required and you're right, this policy is secondary to the major medical plan and it covers up to the benefit just given of covered charges um per calendar year per covered person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent. Would you be able to repeat your that's all I needed. I'm sorry for cutting you off. Um, may I ask your first ask you for the first name again and if you provide a reference number please.
[AGENT][NEUTRAL] It, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Mhm. You'll use my name and today's date as reference for today's call, [PII]
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][POSITIVE] And they got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate your help thanks so much.
[AGENT][POSITIVE] You're welcome. If no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.