AccountId: 011433970860
ContactId: 7925029c-8139-40f8-8186-c063cf9e4269
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165539 ms
Total Talk Time (AGENT): 74148 ms
Total Talk Time (CUSTOMER): 51965 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7925029c-8139-40f8-8186-c063cf9e4269_20250527T14:51_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], yes, I'm calling from the Han Institute, um.
[CUSTOMER][NEUTRAL] I'm trying to get benefits for a patient please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] OK, so I have 02556422 ML 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the patient's name and birth?
[CUSTOMER][NEUTRAL] [PII], [PII], I'm sorry, uh, [PII].
[AGENT][POSITIVE] Thank you [PII], and I'm pulling the information up for you now.
[AGENT][POSITIVE] And thank you so much for verifying this member's policy you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] No, just general. I see that he's, oh, for outpatient. I'm sorry, I mean outpatient. I see that we called last year and he had 8700 and I need to know if that's changed and what he has accumulated.
[AGENT][NEUTRAL] OK. And this is for outpatient surgery within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] It's for an ambutory surgical Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. For outpatient, the member does have up to $8700 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. With this policy, it does not cover it covers sickness or injury, but it will not cover any preventative or wellness and for the acc I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of right now, the member has only used the total amount of $26.02.
[CUSTOMER][NEUTRAL] I'm sorry, you said $26?
[AGENT][NEUTRAL] $26.61.
[CUSTOMER][POSITIVE] 61 cents. OK, perfect, [PII] thank you so much. I appreciate your help. Is there a reference number for this call?
[AGENT][NEUTRAL] The reference would be my first name [PII], last initial of [PII], and today's seat.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.