AccountId: 011433970860
ContactId: a27d3b11-6d37-4384-a971-69c2186829bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162149 ms
Total Talk Time (AGENT): 61041 ms
Total Talk Time (CUSTOMER): 66449 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a27d3b11-6d37-4384-a971-69c2186829bf_20250429T16:05_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] Hi [PII]. My name is [PII]. I'm calling from Doctor [PII]'s office in [PII]. We have a patient who is actually getting ready to have surgery as we speak, and he mentioned that he does have a secondary coverage through American Public Life Insurance Company, which is a gap coverage.
[CUSTOMER][NEUTRAL] That I believe takes care of his deductible. This is just for the patient. I'm calling to see if this is in fact true and if we need to get a pre-cert, um, he is scheduled for surgery within the next hour.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] And we just learned.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, well, I've got a number here which is 02606802.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much, [PII] for verifying the policy. Is this procedure written within an office setting, outpatient or inpatient?
[CUSTOMER][NEUTRAL] It's outpatient at a surgery center.
[AGENT][POSITIVE] OK, I'm pulling those benefits up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $2500 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is only for sickness and injury. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, we don't need a pre-cert or anything to that nature correct?
[AGENT][NEUTRAL] No pre-surgeries required.
[CUSTOMER][POSITIVE] Wonderful, sweetheart and what is your name again?
[AGENT][NEUTRAL] It is [PII] with the last initial of H and today's date as the call reference.
[CUSTOMER][NEUTRAL] And how is it TER?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] Thank you very much and you have a wonderful rest of your day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Thank you honey bye bye.