AccountId: 011433970860
ContactId: 7330aa62-49f6-4103-b76b-59bb3bc6f395
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196839 ms
Total Talk Time (AGENT): 60742 ms
Total Talk Time (CUSTOMER): 55283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7330aa62-49f6-4103-b76b-59bb3bc6f395_20250404T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, [PII]. Good afternoon. My name is [PII] and I was calling to check um
[CUSTOMER][POSITIVE] Benefit for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 02607909
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. Would you like a fax back for this member?
[CUSTOMER][NEUTRAL] Um, no, I just had a question. I wanted to see if our doctor was in network.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling the information up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So for this policy we do participate in the Carrington PPO network but it we don't utilize provider in or out of network so it's not required.
[CUSTOMER][NEUTRAL] And then this policy doesn't have any major coverage just um preventative and basic.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And her yearly maximum is 500.
[AGENT][NEUTRAL] Let me verify that for you. In regards to the members benefit verification of coverage does not guarantee the payment of the claim. They do have up to $500 per calendar year.
[CUSTOMER][NEUTRAL] And no history for her, correct?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEGATIVE] As of right now, showing that the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK. And then her husband?
[CUSTOMER][NEUTRAL] He spouse [PII] is also active on the plan.
[AGENT][NEUTRAL] What was that member's name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] It does show that the member is also active for this policy.
[CUSTOMER][NEUTRAL] Do they um are they on a waiting period for major or they just don't have major coverage at all?
[AGENT][NEGATIVE] There's no major coverage for this policy.
[CUSTOMER][POSITIVE] OK, awesome thank you so much, [PII] for your time and your help hope you have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, and I have a great day as well.