AccountId: 011433970860
ContactId: 9f909ef6-7c07-490d-b841-4ffc87b4b9b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204110 ms
Total Talk Time (AGENT): 69754 ms
Total Talk Time (CUSTOMER): 71203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9f909ef6-7c07-490d-b841-4ffc87b4b9b9_20250114T20:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on our broker resources team. I have a provider on the line that's needing to verify benefits on a customer, and I've got the policy number.
[AGENT][NEUTRAL] May I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, it's 258-516-3.
[AGENT][NEUTRAL] And may I have the caller's name please?
[CUSTOMER][NEUTRAL] You know what, I totally forgot to ask her for her name. She said she's at the doctor's office. I did get her callback number, which is [PII], and she's calling on participant number 3 Nori Anne with date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she's calling in for benefits?
[CUSTOMER][NEUTRAL] Yeah she said she's need to verify benefits.
[AGENT][NEUTRAL] OK, you can transfer.
[CUSTOMER][NEUTRAL] OK, thank you, one second.
[CUSTOMER][POSITIVE] Are you still there? Yes, I am. Thank you for holding. I have Sneaka on the phone and she's gonna help you with the benefit verification, OK? OK, thank you. Have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Good bye.
[AGENT][NEUTRAL] Yes, may I have your name please?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Vanguard rheumatology.
[AGENT][NEUTRAL] And she did give me the policy number and could you verify that member's date of birth please?
[CUSTOMER][NEUTRAL] Yes, the member's date of birth is [PII].
[CUSTOMER][NEUTRAL] And the number given to me was 26882.
[AGENT][NEUTRAL] OK, what was that number you're talking about?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was that number that you're talking about are you saying to verify the member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I already have their policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were needing benefits, is there a specific benefit that you were calling in for?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Inpatient, outpatient, office setting, lab?
[CUSTOMER][NEUTRAL] Inpatient.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And this is for confinement, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm pulling that up for you now.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For inpatient, the member has up to $2000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It would not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.