AccountId: 011433970860
ContactId: 71c25164-ac5f-4e86-89a9-57a3026e1136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197509 ms
Total Talk Time (AGENT): 81893 ms
Total Talk Time (CUSTOMER): 93989 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/71c25164-ac5f-4e86-89a9-57a3026e1136_20250529T17:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, uh, my name is [PII] I'm calling from Pmont Outpatient registration. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, thank you. Um, so I'm unfamiliar with the American Public Life and the question it states here like the outpatient benefit cert number I'm part of the registration. Is that like equivalent to um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Like a member ID number for you guys?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, um, and if you can confirm.
[CUSTOMER][NEUTRAL] If this um member is active for you guys?
[AGENT][NEUTRAL] OK, let me get that outpatient certificate number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it's 0228.
[CUSTOMER][NEUTRAL] 462.
[CUSTOMER][NEUTRAL] AMLA.
[AGENT][POSITIVE] OK, and really quick [PII], if I could get a callback number for you.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and you are calling to see if the policy is still active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, show the policy has been effective since [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK, and you, and um he's getting an X-ray?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And just wanna know if you guys cover um I don't have it well.
[AGENT][NEUTRAL] And it is
[AGENT][NEUTRAL] Is this done in the physician office or out our outpatient facility?
[CUSTOMER][NEUTRAL] The CPT code.
[CUSTOMER][NEUTRAL] Outpatient hospital, mhm.
[AGENT][NEUTRAL] OK, please advise verifying benefits does not guarantee payment. Uh, for outpatient X-ray, it looks for his, it looks like his policy will pay up to $5000 a calendar year.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, and if you could verify his date of birth, full name and date of birth, I'm sorry I didn't get that information, make sure I'm giving you the.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] oh no I'm [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes ma'am, so it does show for outpatient he has uh $5000 a calendar year.
[CUSTOMER][NEUTRAL] OK. And do you need uh a CPT code or it just shows like diagnostic testing or X-ray that it covers?
[AGENT][NEUTRAL] Uh, we don't need the CPT code.
[CUSTOMER][NEUTRAL] OK, and may I have your um your last initial please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is there a reference ID for this call?
[AGENT][NEUTRAL] To reference our call, you'll use my name, [PII] and today's date.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APO.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.