AccountId: 011433970860
ContactId: 92584372-389e-4ba3-99bf-db60bee9730c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160800 ms
Total Talk Time (AGENT): 62075 ms
Total Talk Time (CUSTOMER): 70401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/92584372-389e-4ba3-99bf-db60bee9730c_20250509T14:01_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, [PII]. I'm calling from a physician's office, a patient, a mutual patient who was having surgery, and I'm just checking on the benefits for the American public life.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, [PII], and the policy number is 02540133.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, medical, I guess.
[AGENT][NEUTRAL] For inpatient, outpatient, office visit?
[CUSTOMER][NEUTRAL] Surgery? Oh, outpatient surgery.
[AGENT][NEUTRAL] OK, so for outpatient per calendar day the benefit allows $1000.
[AGENT][NEUTRAL] And this plan will pick up the copays, the co-insurance, and our deductibles up to the 1000.
[CUSTOMER][NEUTRAL] OK, so it pays.
[CUSTOMER][NEUTRAL] The deductible and co-insurance?
[AGENT][NEUTRAL] Yes, and the co-pay.
[CUSTOMER][NEUTRAL] OK, deductible, coinsurance, and.
[CUSTOMER][NEUTRAL] Co-pay up to the $1000.
[AGENT][NEUTRAL] Per day. Yes, ma'am.
[CUSTOMER][NEUTRAL] $1000.
[CUSTOMER][NEUTRAL] Per day. And no authorization is needed for surgery, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] No uh needed.
[CUSTOMER][NEUTRAL] OK, alright, is there a call reference number or your name is again?
[AGENT][NEUTRAL] It's, it's [PII] Last initial is [PII] along with today's date and that will be your reference number.
[CUSTOMER][POSITIVE] 5925. Thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.