AccountId: 011433970860
ContactId: 719cb31b-9776-41ee-b71a-d269943caf3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131220 ms
Total Talk Time (AGENT): 59852 ms
Total Talk Time (CUSTOMER): 47114 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/719cb31b-9776-41ee-b71a-d269943caf3a_20250623T17:55_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] Hello [PII], my name is [PII]. I'm calling from Memorial Surgery Center. I just wanted to get verify eligibility and benefit information for a patient, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] Sure, it is 02566434.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And for outpatient, this plan allows $3000 and that is per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, uh, $3000 allowed per calendar year. So it's just a gap plan that picks up the deductible and co-insurance for the primary.
[AGENT][NEUTRAL] Co-pays, co-insurance, and or deductible, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there anything been met on that $3000?
[AGENT][NEUTRAL] Let's see, $274 has been applied for $25.
[AGENT][POSITIVE] Cool
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe that all I need is a call reference number.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] And you said uh [PII] was your last initial?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will just put an error to your name there with today's date. Alright, [PII], thanks for your help. Have a good day.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You as well bye bye.