AccountId: 011433970860
ContactId: b8d18fa0-c62b-4102-81be-45b1e844aa08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198820 ms
Total Talk Time (AGENT): 94265 ms
Total Talk Time (CUSTOMER): 52641 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/b8d18fa0-c62b-4102-81be-45b1e844aa08_20250411T13:48_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] Hi [PII], good morning. My name is [PII]. Uh, last name initials [PII] I'm calling just to get outpatient benefits for a mutual patient.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, absolutely, that's gonna be 1067782.
[AGENT][NEUTRAL] I'm sorry, that's 10677.
[CUSTOMER][NEUTRAL] 82
[AGENT][POSITIVE] 82. Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is [PII]. 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.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] So it looks like this plan turned on 10-12027. No, I'm sorry, [PII]. Let me verify there is no other policies out here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, may you repeat that date of, uh, termination?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm just verifying there's nothing else out here cause that's a long time ago.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And her date of birth was [PII], correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK. So her active policy number will be 02100356.
[AGENT][NEUTRAL] And this policy is effective 10-12021 and it is active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And for those outpatient benefits,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Per calendar day allows $1000 for outpatient.
[CUSTOMER][NEUTRAL] 1000.
[CUSTOMER][NEUTRAL] And has the patient accumulated anything this year?
[AGENT][NEUTRAL] It's per calendar date. So each day, she's allowed 1000.
[CUSTOMER][NEUTRAL] 00 wow OK.
[CUSTOMER][NEUTRAL] She's not.
[CUSTOMER][POSITIVE] Alright, perfect.
[AGENT][NEUTRAL] [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much, [PII] and uh.
[CUSTOMER][NEUTRAL] Uh, no, that would be all for today. Thank you very much. May I just have a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII]. Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Awesome, thank you very much and I hope you enjoyed uh this weekend, OK?
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII], hope you have a great weekend as well. Enjoy.
[CUSTOMER][NEUTRAL] OK bye bye.