AccountId: 011433970860
ContactId: cf22b171-eb35-40d6-923b-cad450b05374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245169 ms
Total Talk Time (AGENT): 82244 ms
Total Talk Time (CUSTOMER): 122530 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/cf22b171-eb35-40d6-923b-cad450b05374_20250624T15:15_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, good morning, ma'am. My name is [PII] and I'm calling to verify a patient's benefits please for outpatient surgery.
[AGENT][NEUTRAL] I can verify benefits [PII], I have a policy number?
[CUSTOMER][POSITIVE] Thank you ma'am it's 02449885.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh yes ma'am. [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim. So outpatient calendar year allows $2000.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So we will pick up the copays, the co-insurance, and our deductibles up to the $2000.
[CUSTOMER][NEUTRAL] Coinsurance and.
[CUSTOMER][POSITIVE] Thank you. Um, and Ms. [PII], um,
[CUSTOMER][NEUTRAL] Is there a network connected with this plan by chance, ma'am?
[AGENT][NEUTRAL] No, ma'am, there is no network that can utilize any provider.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, thank you, and, and ma'am, what is the effective date of this policy please?
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Perfect. OK, thank you. So this is a gap plan, is that right, ma'am?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you and OK.
[CUSTOMER][NEUTRAL] Let's see, and it pays up to 2000, alright, and ma'am, um, and where do the claims go to, please?
[AGENT][NEUTRAL] They go to [PII].
[AGENT][NEUTRAL] 8 [PII].
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. And is there an electronic payer ID on this hand?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I guess there's no pre-authorization any of that that's needed is that right, ma'am?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK great thank you and.
[CUSTOMER][NEUTRAL] Let's see what else um.
[CUSTOMER][NEUTRAL] So this would be secondary, OK.
[CUSTOMER][NEUTRAL] Just making sure I got all my ducks in a row, hon, and I'm sorry, hon, what again is the name of this thank you and and what again is APL? What does that stand for again please? Was that American something? I can't.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] American public life.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, well thank you for your help ma'am. I really appreciate it and yeah, if I may please get a call reference number.
[AGENT][NEUTRAL] Yes, it will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright Miss [PII] well ma'am you have a blessed day. Thank you for your help and.
[CUSTOMER][POSITIVE] And you take care thank you thank you again.
[AGENT][POSITIVE] [PII], you're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too ma'am thank you bye bye.