AccountId: 011433970860
ContactId: 8ce8f7b7-dd7e-4d83-9a77-061fcd443a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174300 ms
Total Talk Time (AGENT): 71922 ms
Total Talk Time (CUSTOMER): 71240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8ce8f7b7-dd7e-4d83-9a77-061fcd443a20_20250606T15:35_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], um, my name is [PII]. My last initial is [PII]. I'm calling from, um, a facility, uh, to check verification, um, eligibility for mutual patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] It's Friday [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 02493470.
[CUSTOMER][NEUTRAL] And could you spell your first name for me?
[AGENT][NEUTRAL] It is spelled [PII] Last [PII] of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And this is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It does show that it is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, what does it cover in regards to radiology freestanding outpatient facilities?
[CUSTOMER][NEUTRAL] Uh OK.
[AGENT][NEUTRAL] So you're also calling in for outpatient benefits verification of coverage does not guarantee the payment of the claim. The member does have up to $8000 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 type of preventative or wellness. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, so if he's having um um medical issues, uh, and needs CAT scans, they're covered.
[AGENT][NEUTRAL] If it's due to sickness or injury.
[CUSTOMER][NEUTRAL] For MRIs, excuse me.
[CUSTOMER][NEUTRAL] Yes, sickness, yep.
[CUSTOMER][NEUTRAL] OK, so they should cover, um, it will cover any co-insurance, co-payment, or out of pocket amount.
[AGENT][NEUTRAL] It will cover deductible, co-insurance, or co-pay.
[CUSTOMER][NEUTRAL] Uh, the deductible coins.
[CUSTOMER][NEUTRAL] And copay has he um used any of the 8000 yet?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Cool, great. Thank you, [PII]. 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.
[AGENT][POSITIVE] Thank you. Bye.