AccountId: 011433970860
ContactId: 7d72d388-e3b5-4381-8cda-bfdc137d6b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181479 ms
Total Talk Time (AGENT): 93644 ms
Total Talk Time (CUSTOMER): 69957 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7d72d388-e3b5-4381-8cda-bfdc137d6b30_20250303T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. That's [PII] I'm looking to verify coverage for two different policies, please.
[AGENT][NEUTRAL] OK, I can help you with that, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] Of course. It's [PII].
[AGENT][NEUTRAL] Thank you. And what is the first policy number you're calling on?
[CUSTOMER][NEUTRAL] First policy number is going to be
[CUSTOMER][NEUTRAL] 01341920
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and that's gonna be [PII].
[AGENT][POSITIVE] Thank you so much for verifying the policy and you did say you were calling. Are you calling for eligibility or eligibility and benefits?
[CUSTOMER][NEUTRAL] Eligibility and benefits, please.
[AGENT][NEUTRAL] OK, and what is the patient coming in for?
[CUSTOMER][NEUTRAL] They're coming in for an X-ray, chest X-ray.
[AGENT][NEUTRAL] Is this done in the doctor's office or an outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility.
[AGENT][NEUTRAL] OK, please be advised verifying benefits is not guarantee payment. Uh, this policy has been effective since.
[AGENT][NEUTRAL] [PII], it is still active for outpatient benefits, the policy pays up to $300 I'm sorry, $3500 a calendar year.
[CUSTOMER][NEUTRAL] OK, and have they met any of them?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] I show they have the full amount available for [PII].
[CUSTOMER][POSITIVE] Perfect. Can I, can I give you the next member ID?
[AGENT][POSITIVE] Yes, I am ready for the next policy number.
[CUSTOMER][NEUTRAL] OK. It's gonna be 01829134 M for Mike, L for Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying her account and you are you calling for outpatient benefits also for her?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show her policy's been effective since [PII]. It is still active for outpatient benefits on this policy, it pays up to $500 a day.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] No, that'd be all, Ms. [PII]. Thank you very much. Can I have your last name, initial, and a reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date. Last name initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much for your help again.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.