AccountId: 011433970860
ContactId: cb0bd670-919f-48ef-bcef-9b99eb97d4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148179 ms
Total Talk Time (AGENT): 68463 ms
Total Talk Time (CUSTOMER): 44295 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/cb0bd670-919f-48ef-bcef-9b99eb97d4fd_20250319T16:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] fromland Clinic. I'm calling to check if this patient is currently active, and I also need to check benefits for ultrasound.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number will be
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and her birth date will be [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy. You're calling in for eligibility and ultrasound benefits. Is this ultrasound done within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] Of this setting
[AGENT][POSITIVE] Office setting thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And for this member, it does show that the policy is currently active. Effective date is [PII]. And in regards to the member's benefits, verification of coverage does not guarantee the payment of the claim. This member does have up to $500 per calendar day that will go towards the primary insurance deductible, co-insurance, or co-pay.
[AGENT][NEUTRAL] This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, and may I have your name? Do you have your last name and a call reference, please.
[AGENT][NEUTRAL] Yes, the call reference would be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.