AccountId: 011433970860
ContactId: bd29a305-09c2-428d-91a7-bd26c2a9b46c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177600 ms
Total Talk Time (AGENT): 83055 ms
Total Talk Time (CUSTOMER): 47051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/bd29a305-09c2-428d-91a7-bd26c2a9b46c_20250505T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling because I need benefits on the pen, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Of course, my name is [PII]. That's [PII] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, it's gonna be 01640851 ML8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling this information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome and you were calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Eligibility for this member?
[CUSTOMER][POSITIVE] Yes, please, and I need to know the benefits as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Outpatient services at an ambulatory service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And also the member does have a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] The correct policy number is 02.
[AGENT][NEUTRAL] 486,290 and it is showing that the policy effective date is for [PII]. And for outpatient, is this for surgery?
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Diagnostic.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's for the diagnos it's for a screening colonoscopy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this member, verification of coverage does not guarantee the payment of the claim. This member does have up to $5000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is only for sickness and injury. It will not cover any type of preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, if you can just repeat the amount please I'm sorry you broke up.
[AGENT][NEUTRAL] $5000 per calendar year.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK and the um.
[CUSTOMER][NEUTRAL] Reference number will be your name correct and city state.
[AGENT][NEUTRAL] Yes, it is my first name, last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII]. You have a great day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] No problem bye bye.