AccountId: 011433970860
ContactId: 74d5c098-8c25-49a1-ac8f-328719274d3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183000 ms
Total Talk Time (AGENT): 78049 ms
Total Talk Time (CUSTOMER): 85564 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/74d5c098-8c25-49a1-ac8f-328719274d3a_20250114T15:59_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] Hi, [PII]. My name is [PII]. I'm calling from Tampa Bay Joint and Spine Surgery Center. I have a patient who is interested in having a procedure done at our facility, and I'm just calling to check on these benefits. She gave us this. I'm assuming this is like a secondary insurance, to supplement.
[AGENT][NEUTRAL] Yes, may I please have the policy number?
[CUSTOMER][NEUTRAL] It is for outpatient, it is 02574927 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying your the policy. You're calling in for benefits. Is this for an office setting outpatient?
[CUSTOMER][NEUTRAL] It's outpatient. It's an ambulatory surgery center.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] I'm pulling it up for you now.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $6000 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury. It will not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, I just have one question. OK, so say she's having surgery at an ambulatory surgery center. She's covered up to $6000 towards her primary insurance deductible?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] $6000 towards primary deductible.
[CUSTOMER][NEUTRAL] And how does that work? She has to um send it in to you afterwards or we just bill you, we send you a claim it doesn't look like we send you a claim. I don't have any information on here for that.
[AGENT][NEUTRAL] Once the primary insurance processes the claim, you will receive that EOB. If that EOB shows deductible co-insurance or co-pay, you then will submit that claim and the primary EOB over to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. All right, so we take care of it. All right, beautiful. And this would be considered a secondary. Beautiful. I, OK, I really appreciate it. [PII], is that correct, your name? May I have a reference number, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, the reference number will be my first name, that is spelled [PII] Last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Beautiful, thank you so much. I appreciate you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] Mm you too bye bye.
[AGENT][POSITIVE] Thank you.