AccountId: 011433970860
ContactId: 9b2aea22-bf27-439c-b174-afa9e81a1a5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162720 ms
Total Talk Time (AGENT): 60656 ms
Total Talk Time (CUSTOMER): 76509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9b2aea22-bf27-439c-b174-afa9e81a1a5d_20250625T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII] calling from the office of Doctor um [PII]. I need some assistance with the patient's insurance plan, just verification of benefits and find out what type of coverage they have.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is um.
[CUSTOMER][NEUTRAL] Where's that policy number? Uh.
[CUSTOMER][NEUTRAL] 2, I'm sorry, 02352965 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]. Uh extension is [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, looking for professional surgical benefits.
[AGENT][NEUTRAL] Outpatient, inpatient office visit?
[CUSTOMER][NEUTRAL] Outpatient being done at an ambulatory surgical center if that matters.
[AGENT][NEUTRAL] OK. Outpatient calendar year allows $1000.
[AGENT][NEUTRAL] This plan will pick up the copays, the co-insurance, and our deductibles up to the 1000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your deductible.
[CUSTOMER][NEUTRAL] Um, any authorization required?
[AGENT][NEUTRAL] Prior art is not required.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, then that's what I needed to verify, and this is calendar year ending on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I get your name again?
[AGENT][NEUTRAL] It's [PII] E. Last initial is W.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, is there a reference number for our call today?
[AGENT][NEUTRAL] It will be my name along with today's date.
[CUSTOMER][POSITIVE] All right, perfect. Thank you again for your help. You have a great rest of your 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 as well bye.