AccountId: 011433970860
ContactId: ab01828e-fdd0-4c0a-a891-b9357cd5dc5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204070 ms
Total Talk Time (AGENT): 95399 ms
Total Talk Time (CUSTOMER): 64589 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ab01828e-fdd0-4c0a-a891-b9357cd5dc5e_20250326T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility please for one of our patients.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and it's 02431048.
[AGENT][POSITIVE] Thank you, may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is gonna be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised the verification of coverage does not guarantee the payment of a claim. This policy is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide for you?
[CUSTOMER][NEUTRAL] Um, I'm, I'm asking for an office visit and an outpatient surgery.
[CUSTOMER][NEUTRAL] Be please.
[AGENT][NEUTRAL] OK. So for the office visit, they do not have the office visit benefit. They do have the office treatment benefit. So any treatment received in, in the office falls under the outpatient per calendar day benefit amount of $500. If the surgery is outpatient at an outpatient facility, it also falls under the outpatient per calendar day benefit amount of $500.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] Um, I do have another patient. If you're able to assist me with, would this be, would your name and today's day be a reference for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, are you able to assist me with one more patient I have please?
[AGENT][NEUTRAL] Yes, may I have a policy number?
[CUSTOMER][NEUTRAL] Of course it's gonna be 245-572-7.
[AGENT][POSITIVE] Thank you. May I have a first.
[CUSTOMER][NEUTRAL] And the patient's name is?
[CUSTOMER][NEUTRAL] Mhm. It's gonna be [PII] Medio Medio 18 of 81.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] And which benefit can I provide?
[CUSTOMER][NEUTRAL] The same, the office visit and outpatient surgery, please.
[AGENT][NEUTRAL] OK, so there is no office visit benefits under this one for outpatient per calendar day, the benefit amount allows $750.
[CUSTOMER][NEUTRAL] For calendar date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, and that, and that would be the same thing, right? Your name and today's date?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK, that's all, yes, thank you so much you have a great rest of your day, OK?
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.