AccountId: 011433970860
ContactId: d358f516-add8-40aa-9ab3-0f1661636acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132679 ms
Total Talk Time (AGENT): 52031 ms
Total Talk Time (CUSTOMER): 54950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d358f516-add8-40aa-9ab3-0f1661636acc_20250109T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hi [PII] and how can I help you?
[CUSTOMER][NEUTRAL] Good morning. I need to verify benefits on a patient and I wasn't sure if she, if it's a med, uh, gap or if it was a hospital. She's having an echo this morning at the um hospital outpatient.
[AGENT][NEUTRAL] OK, absolutely I can help you with that. But first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] 02573245
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Excuse me, I apologize.
[CUSTOMER][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK, I have an effective date of [PII], uh, currently still active and you're needing outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I must advise that verification of benefits doesn't always guarantee payment of claim, and for outpatient we will cover up to 1000 per calendar year.
[AGENT][NEUTRAL] She has not used anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, does she have a copay?
[AGENT][NEUTRAL] Uh, no, ma'am, we're her supplemental, so we cover her co-pay, deductible and co-insurance from her pri primary.
[CUSTOMER][NEUTRAL] OK, so she doesn't have co-insurance, co-pay, deductible, or out of pocket. It's all zero?
[AGENT][NEUTRAL] Correct, yes, because we cover that from the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you and um she doesn't need an authorization for this plan since she's got one from the original?
[AGENT][NEUTRAL] She
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, uh, [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there a call reference?
[AGENT][NEUTRAL] No ma'am, just my name.
[CUSTOMER][POSITIVE] Thank you, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] You do the same thanks for calling APL have a great day uh huh bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.