AccountId: 011433970860
ContactId: 800b44a1-2e5f-449d-8582-4e4247c93387
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131669 ms
Total Talk Time (AGENT): 49501 ms
Total Talk Time (CUSTOMER): 61378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/800b44a1-2e5f-449d-8582-4e4247c93387_20250304T13:28_UTC.wav
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[AGENT][NEUTRAL] Calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I'm just calling to see if um this patient's benefits are going to apply to this procedures he's having this Friday.
[AGENT][NEUTRAL] OK, may I have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 8363.
[AGENT][NEUTRAL] May I have your first name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII]. Best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is, see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. So where would the place of service be?
[CUSTOMER][NEUTRAL] Uh, it's an ambulatory surgical center, so outpatient.
[AGENT][NEUTRAL] Outpatient calendar year allows 2500.
[AGENT][NEUTRAL] This plan will pick up the co-pays, the co-insurance and or deductibles up to the 2500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Car insurance.
[CUSTOMER][NEUTRAL] All right and um so that would be able to um apply to this procedure uh in an ambulatory circle center?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, excellent. Alright, and can I just have your name again and a reference number for the call?
[AGENT][NEUTRAL] Yes, it will be [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that should be it. Thank you so much, uh, [PII].
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.