AccountId: 011433970860
ContactId: 86237ceb-8cf2-4342-abc6-0dbbb2a59829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157460 ms
Total Talk Time (AGENT): 53179 ms
Total Talk Time (CUSTOMER): 71523 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/86237ceb-8cf2-4342-abc6-0dbbb2a59829_20250501T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, you said your name was [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, and can I please get the first letter of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you. I was just calling to verify benefits for patients.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] And you said the policy number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0228821.
[CUSTOMER][NEUTRAL] 1 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, the patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Medical for outpatient surgery.
[AGENT][NEUTRAL] Outpatient calendar year allows 3500.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Has anything been met?
[AGENT][NEUTRAL] One moment, I'll get that pulled up.
[AGENT][NEGATIVE] No benefits have been applied for 2025.
[CUSTOMER][NEUTRAL] OK, so you guys will cover a maximum of 3500 and that's after the primary insurance, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] You guys require authorization?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. Can I get a reference number, please?
[AGENT][NEUTRAL] It will be my name which is [PII]. Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.