AccountId: 011433970860
ContactId: a9dd1a99-f929-4b28-a153-8fcc6a8a1319
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123790 ms
Total Talk Time (AGENT): 54340 ms
Total Talk Time (CUSTOMER): 52550 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a9dd1a99-f929-4b28-a153-8fcc6a8a1319_20250115T14:26_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] Yeah
[CUSTOMER][NEUTRAL] Hi, yes, I have to verify benefits for a procedure.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Uh, you know what
[CUSTOMER][NEUTRAL] Yes, uh, I'm actually calling for the facility, but my name is [PII]. Last initial [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 01812.
[CUSTOMER][NEUTRAL] 665 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm it's [PII] and then.
[CUSTOMER][NEUTRAL] Date of birth is [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] Um, for outpatient inventory.
[AGENT][NEUTRAL] Outpatient calendar year allows $1000.
[CUSTOMER][NEUTRAL] Oh let me see, sorry, the maximum is only 1000.
[AGENT][NEUTRAL] Correct. This is their secondary plan. It will pick up the copays, the co-insurance, and or deductible up to the $1000.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alright, can I just have your just your name and reference number for the call then?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that would be all, and that's, that's great. That's for outpatient ambulatory non hospital based just to make sure. Alright, perfect. Alright, no problem, thank you so much then.
[AGENT][POSITIVE] Correct. Correct.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alright you too take care.