AccountId: 011433970860
ContactId: c40fc709-bf72-4268-95e3-e1804d12ba0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130050 ms
Total Talk Time (AGENT): 64692 ms
Total Talk Time (CUSTOMER): 39553 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c40fc709-bf72-4268-95e3-e1804d12ba0f_20250310T14:08_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, yes, I, I'd like to verify benefits for a procedure.
[AGENT][NEUTRAL] May I have your name please?
[CUSTOMER][NEUTRAL] Mhm. It's [PII] last initial [PII]
[AGENT][NEUTRAL] And are you calling from the provider's office for insured or group?
[CUSTOMER][NEUTRAL] Um, the facility.
[AGENT][NEUTRAL] And may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] That'll be [PII] and policy number is 02255658.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] And you're needing benefits. May I know if that is for inpatient, outpatient or office setting?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Um, that'll be outpatient ambulatory.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Non-hospital based
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So is it done within an outpatient facility or ambulatory facility?
[CUSTOMER][NEUTRAL] Yes, uh, ambulatory facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In regards to this member's policy, verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $1000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness, and as of right now, the member has not used any of their benefits.
[CUSTOMER][NEUTRAL] OK perfect let me see here. Alright, and is your name or reference for the call then?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much that's all for today then.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Alright, take care