AccountId: 011433970860
ContactId: b38e4169-a8be-4b7d-90fd-5e74bfa6a623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156139 ms
Total Talk Time (AGENT): 61528 ms
Total Talk Time (CUSTOMER): 56907 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/b38e4169-a8be-4b7d-90fd-5e74bfa6a623_20250624T19:01_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] Um, yes, good afternoon. My name is [PII]. I'm calling for a provider's office. I'm just trying to verify some coverage for one of your members.
[AGENT][NEUTRAL] I can verify eligibility. [PII], may I have a policy number?
[CUSTOMER][NEUTRAL] 02502950
[AGENT][NEUTRAL] Can 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]. Did you say your name was [PII]?
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is effective [PII] and it is active.
[AGENT][NEUTRAL] What other information can I provide for you?
[CUSTOMER][NEUTRAL] OK. This says it's a group hospital indemnity plan. Does this cover medical like office visits, or is this strictly a hospital indemnity plan?
[AGENT][NEUTRAL] Yes, this is a hospital indemnity plan, so there are no co-pays, only a benefit amount. So if they're in a physician's office, it allows $75 per day, max 6 days per calendar year.
[CUSTOMER][NEUTRAL] OK, so it will cover an office visit then.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then, um.
[CUSTOMER][NEUTRAL] I guess that's all that I need to know. Can I just get a call reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you for your help. I appreciate it.
[AGENT][POSITIVE] Alright, you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.