AccountId: 011433970860
ContactId: 8d921450-8c36-4cab-8310-3b762e531629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229130 ms
Total Talk Time (AGENT): 102227 ms
Total Talk Time (CUSTOMER): 94182 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8d921450-8c36-4cab-8310-3b762e531629_20250320T16:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling to confirm this patient's gap coverage with American Public Life. Um, we were told that it was termed as of [PII], but she said that that was incorrect, so we just wanted to call back and reconfirm.
[AGENT][NEUTRAL] That would be my
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And your name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 01611589. M like Mike L like Larry, and the number 8 is what I have here.
[AGENT][NEUTRAL] All right, thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Amelia [PII], [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] I'm checking that eligibility for you. Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. I am showing that [PII]'s policy is active.
[CUSTOMER][POSITIVE] Like this.
[CUSTOMER][NEUTRAL] OK, so it is active. Is there an effective date and does she have any outpatient hospital dollar amount for the year?
[AGENT][NEUTRAL] She does, and it is. OK. The effective date is [PII]. No, you're fine. I think I answered those out of order.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] [PII] thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what would you have it though.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so [PII] and she does have outpatient, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders Ma Medical.
[CUSTOMER][NEUTRAL] Right, OK, and then is there a dollar amount for the outpatient, um, for the calendar year? Have they used anything so far?
[AGENT][NEUTRAL] Sure, for the
[AGENT][NEUTRAL] For the calendar year, um, benefit, it is $1500. That is a verification of coverage, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as of right now, she has the full benefit remaining for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And that that is for like uh for the calendar year, not per day or anything like that for the for the full year.
[AGENT][NEUTRAL] That's correct, per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. 0, OK, and then the group name group number associated with the policy, are you able to confirm that for me as well?
[AGENT][NEUTRAL] I certainly can. The group number is 22392.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the great name is City.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Good name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, and again, if you would please note all benefits given over the phone is a verification of coverage, not a guarantee of payment. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no, that was all for today. You were great, [PII]. Can I have a call reference number and the first initial of your last name?
[AGENT][NEUTRAL] Call reference number would be my name in today's date. I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect. You said your name in today's date. Got it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright thank you so much for your time I hope you enjoy the rest of your day happy Thursday.
[AGENT][POSITIVE] I hope you do too, [PII]. Thank you for calling APL and I hope you have a wonderful day as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.