AccountId: 011433970860
ContactId: 74cb02a7-7729-4300-8bd5-2202d50925cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197039 ms
Total Talk Time (AGENT): 91815 ms
Total Talk Time (CUSTOMER): 88740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/74cb02a7-7729-4300-8bd5-2202d50925cb_20250520T14:16_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to verify benefits please for a patient.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. Uh my name is [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on, [PII]?
[CUSTOMER][NEUTRAL] Um, I have 019157.
[CUSTOMER][NEUTRAL] 3 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, could I get that policy number one more time? It looks like I'm missing a number.
[CUSTOMER][NEUTRAL] Um, let me see because I see here that they provided us with one number and I see on the card a different number, um.
[CUSTOMER][NEUTRAL] I think that's what it is that there's one number missing. It's 01491573 ML 8.
[AGENT][NEUTRAL] OK, thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy. You just say you were calling for benefits and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Um, she's coming in for a breast MRI that's gonna be done in the office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guaranteed payment. Uh, this policy has been effective since [PII]. It is still active. I show that the policy does not cover services rendered in the physician's office unless it is due to malignant cancer.
[CUSTOMER][NEUTRAL] Well, she had um she had history of breast cancer.
[AGENT][NEUTRAL] OK, so we would, it wouldn't cover uh under history?
[AGENT][NEUTRAL] Of breast cancer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not even if it's done in an outpatient facility?
[AGENT][NEUTRAL] Now, if it's done in an outpatient facility, she does have benefits for an outpatient facility, uh, MRI facility or outpatient hospital. Uh, the policy will pay up to $1500 a day, uh, in an outpatient facility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, so I'll make sure that they know that.
[CUSTOMER][POSITIVE] All right perfect thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's about it.
[AGENT][NEUTRAL] And, uh, [PII], let me give you her updated policy number. The one you provided was the older number.
[CUSTOMER][NEUTRAL] Oh, OK, go ahead.
[AGENT][NEUTRAL] Uh, the policy number is 231.
[AGENT][NEUTRAL] 3169.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, they're shorter numbers now, OK.
[CUSTOMER][POSITIVE] Got it. All right, perfect. Thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.