AccountId: 011433970860
ContactId: 922ddf45-0529-42b6-8125-de33faf31c92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194259 ms
Total Talk Time (AGENT): 85699 ms
Total Talk Time (CUSTOMER): 129923 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/922ddf45-0529-42b6-8125-de33faf31c92_20250121T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I can't remember my policy number. I can't find the card, but I just need to verify to my benefits cause I need to get a mammogram with ultrasound, and I just need to know if it works, like if I just go to a freestanding facility or the hospital based on the APL benefits.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your policy number with us? Oh, you say you don't have it. Uh, let me get a callback number for you.
[CUSTOMER][NEUTRAL] Yeah, so, so that's in.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and.
[AGENT][NEUTRAL] Let's see uh if I could get your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, 19.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Heading on your system we can.
[AGENT][NEUTRAL] OK, and [PII], if you could verify your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Some.
[CUSTOMER][NEUTRAL] Hello, yeah.
[AGENT][POSITIVE] OK, thank you so much for verifying your account and let me provide you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 246.
[CUSTOMER][NEUTRAL] So I do wanna add.
[AGENT][NEUTRAL] 6661.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 246-666-1. And this is the hospital, this is what, the airport?
[AGENT][NEUTRAL] This is for both inpatient and outpatient. That's your yes ma'am.
[CUSTOMER][NEUTRAL] It's for like.
[CUSTOMER][NEUTRAL] For both.
[CUSTOMER][NEUTRAL] An outpatient. OK.
[AGENT][NEUTRAL] Yes, ma'am. And so you said you are having an ultrasound done?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At an hospital. So the, the deductible.
[AGENT][POSITIVE] And you wanna know which is better.
[AGENT][NEUTRAL] The hospital or a freestanding facility?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, uh, based on your benefit, please be advised verifying benefits does not guarantee payment, um, you can go to the hospital or a freestanding facility.
[CUSTOMER][NEUTRAL] Uh, better you know hang on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like that would be covered under your outpatient benefit.
[AGENT][NEUTRAL] Uh, that pays $500 a day. It pays up to $500 a day.
[CUSTOMER][NEUTRAL] So it's best then because then my deductible is 1800 so they're gonna be on the rest. That's what I wanted to know. So I called the other, the doctor's office and schedule it.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Bye bye.