AccountId: 011433970860
ContactId: c46c78c9-3fc0-43d4-8f69-c2d65eba341a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195020 ms
Total Talk Time (AGENT): 60484 ms
Total Talk Time (CUSTOMER): 99639 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c46c78c9-3fc0-43d4-8f69-c2d65eba341a_20250603T13:53_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, my name is [PII]. We're the, we're the provider, patient eligibility and benefits, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] 02336128 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [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 plan is effective [PII] and it is active.
[AGENT][NEUTRAL] Which benefit can I provide?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] So I was told when I called to say calling to verify outpatient outpatient benefits.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Outpatient per calendar date allows $250.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So this plan will pick up the co-pays, the co-insurance, and our deductibles up to $250 per day.
[CUSTOMER][POSITIVE] Oh great, that's always exciting to hear.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm just looking at OK.
[CUSTOMER][NEUTRAL] And she's the, OK, so that's that. Is your group name MDM Hotel Group?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and she's the subscriber?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] I like the oh yes yes yes yes, OK, let me see.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's the easy way to go like that. Let me look at something here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and your number is let's see 800, and this is her meddling policy, right? So her supplemental policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I, you guys don't, I haven't really seen members have lots of indemnity plans with you guys.
[CUSTOMER][NEUTRAL] So you guys hear the supple supplements where it's at.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. They're good to have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes. OK, your name is [PII] and your reference number is your name and today's date. OK, perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I try to remember all those things so I don't have to keep asking.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Not at this time until we call back.
[AGENT][POSITIVE] No worries. We'll be here to assist you.
[CUSTOMER][POSITIVE] Uh thank you take care bye bye.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thanks [PII] bye bye.