AccountId: 011433970860
ContactId: 71cf7c03-2287-451b-95ed-8840075a52e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143419 ms
Total Talk Time (AGENT): 68240 ms
Total Talk Time (CUSTOMER): 45489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/71cf7c03-2287-451b-95ed-8840075a52e2_20250228T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Uh, hi, good afternoon. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] Not too bad. I'm calling just to verify patient is updated, uh, or has coverage through you guys and get benefits.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Callback is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh, would that be the group number or outpatient benefit cer certification number?
[AGENT][NEUTRAL] The benefits certification number.
[CUSTOMER][NEUTRAL] OK, 02286527. M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Outpatient hospital?
[AGENT][NEUTRAL] And this is done within an outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. This policy is currently active. The effective date is [PII]. For outpatient, the member has up to $1000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, are you able to tell me if she's accumulated anything towards that $1000 a year?
[AGENT][NEGATIVE] As of right now, it's showing that the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK, perfect. um, may I have a reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, well thank you so much for that information. You have a good rest of your day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.