AccountId: 011433970860
ContactId: a891e24d-a684-48ba-9707-c72306dd770d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160600 ms
Total Talk Time (AGENT): 83554 ms
Total Talk Time (CUSTOMER): 44012 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a891e24d-a684-48ba-9707-c72306dd770d_20250213T13:38_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] Um, yes ma'am. I was calling to check benefits for a patient to see if she has, um, medical coverage.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] It's [PII] and policy number is 02475724.
[AGENT][POSITIVE] Thank you. And [PII], 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] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. Is this for medical, dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, let me get that medical policy pulled up.
[AGENT][NEUTRAL] OK, this is a hospital indemnity plan. It is a limited benefit plan. The policy number is 02475721.
[AGENT][NEUTRAL] And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, let's see, outpatient procedure.
[AGENT][NEUTRAL] OK, let me see if I can get that pulled up.
[AGENT][NEUTRAL] And this is benefits only. There are no co-pays on this plan.
[AGENT][NEUTRAL] Just waiting on the policy to load one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So the outpatient sickness rider allows $75 per visit.
[AGENT][NEUTRAL] They're allowed 5 visits per calendar year.
[CUSTOMER][NEUTRAL] Alrighty, and that includes procedures like um colonoscopies, endoscopies.
[AGENT][NEUTRAL] OK. If they would happen to fall under the surgical and um surgical and anesthesia benefit, they have uh
[AGENT][NEUTRAL] $2000 benefit amount on that one?
[AGENT][NEUTRAL] And anesthesia will be 25% of the surgical. It depends on how they're billing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty perfect that is all I needed to know.
[AGENT][POSITIVE] Well, [PII], thank you for calling American Public Life and have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Yeah.