AccountId: 011433970860
ContactId: 8cd04113-4ad6-4d6d-960f-f2d57d3ead4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152720 ms
Total Talk Time (AGENT): 75291 ms
Total Talk Time (CUSTOMER): 61372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8cd04113-4ad6-4d6d-960f-f2d57d3ead4a_20250506T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good afternoon. My name is [PII]. I was just calling to see if there's another re, um, sorry, to verify benefits for one of our patients. Sorry about that.
[AGENT][NEUTRAL] Mhm. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I please have the callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Of course it would be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Of course, policy number for this patient is going to be 226-0508.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy you're calling in for eligibility. It does show that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I just wanted to see what, what, uh, what was your annual coverage for, um, for outpatient procedures.
[AGENT][NEUTRAL] OK, so you're also needing to verify outpatient benefits. I'm pulling that up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And for outpatient verification of coverage does not guarantee the payment of the claim. This member does have up to $5000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, would you be able to see by any chance how much he has remaining or if he has used any of it?
[AGENT][NEUTRAL] Sure, let me pull that up for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And for this member, it does show that the member has used the total amount of $3,091.80.
[CUSTOMER][POSITIVE] Perfect, thank you so much. That was everything I needed for today. uh, do you give me a reference number or just stay on time?
[AGENT][NEUTRAL] The reference number will be my first name, [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] for all of your help today. You have a wonderful rest of your day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][POSITIVE] Thank you, bye.