AccountId: 011433970860
ContactId: a93cf6b4-fec2-431c-8ef1-068eaf49098f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131500 ms
Total Talk Time (AGENT): 55290 ms
Total Talk Time (CUSTOMER): 46330 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/a93cf6b4-fec2-431c-8ef1-068eaf49098f_20250514T20:18_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] Yes, um, calling to verify patient benefits as a secondary or gap.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII] The policy number is 2481563.
[AGENT][NEUTRAL] 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] Yeah, um, I'm sorry, [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. And which benefit can I provide for you?
[CUSTOMER][NEUTRAL] For outpatient hospital medical.
[AGENT][NEUTRAL] Outpatient calendar year allows $3000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Has the patient used any?
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Perfect. And just to verify the patient's effective date and if this includes deductibles and copays.
[AGENT][NEUTRAL] Policies effective for [PII] and it is active. This plan will pick up the copays, the co-insurance and or deductibles up to the 3000.
[CUSTOMER][POSITIVE] Perfect and just the reference number.
[AGENT][NEUTRAL] It will be my name, which is [PII]. Last initial is [PII] along with today's date. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That would be all today. Thank you.
[AGENT][POSITIVE] A [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] No.