AccountId: 011433970860
ContactId: 934717e4-f000-40ce-8885-f96922c33eda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183279 ms
Total Talk Time (AGENT): 72218 ms
Total Talk Time (CUSTOMER): 83095 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/934717e4-f000-40ce-8885-f96922c33eda_20250417T19:37_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Your name is [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII] or [PII]?
[AGENT][NEUTRAL] It is spelled [PII] and today's date as the call reference.
[CUSTOMER][NEUTRAL] [PII] and the first of your last name, I'm sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] sorry.
[CUSTOMER][POSITIVE] Good afternoon. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] Good, um, today is Friday eve.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just wanted to call to um verify benefits on a on a patient.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 02388671.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, you're welcome thank you.
[AGENT][NEUTRAL] You're welcome. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Just outpatient, I believe she has $3000.
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][NEUTRAL] If I am not mistaken.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and in regards to this member, you're calling in for outpatient benefits, verification of coverage does not guarantee the payment of the claim. The member does have up to $3000 per calendar day 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, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] But it covers copay, right?
[AGENT][NEUTRAL] Deductible co-insurance or co-pay for sickness and injury.
[CUSTOMER][POSITIVE] OK wonderful OK uh no that's it so I'm gonna use your name and first initial in today's day, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Wonderful thank you so much [PII]. I like your name it's different.
[AGENT][POSITIVE] Thank you, thank you so much.
[CUSTOMER][POSITIVE] Um, you, you're welcome. Um, no, that's it. Enjoy the rest of your afternoon and have a nice and happy weekend. Take care.
[AGENT][POSITIVE] Same to you and thank you for calling American Public Life. Have a great rest of your day as well.
[CUSTOMER][NEUTRAL] You too bye bye.