AccountId: 011433970860
ContactId: d7064999-c236-487e-a63f-256a0e86e964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128960 ms
Total Talk Time (AGENT): 54206 ms
Total Talk Time (CUSTOMER): 53271 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d7064999-c236-487e-a63f-256a0e86e964_20250130T20:56_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 afternoon, I'm calling from Memorial Hospitalsre Services to verify benefits for patients.
[AGENT][NEUTRAL] I can verify benefits. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] [PII] is my name. Policy number is 02141258 M as in Mary, L as in Lima, the number 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] and that is the direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, um, please be advised the call is recorded for quality and training purposes. I didn't want to cut you off, um.
[CUSTOMER][NEUTRAL] This patient is coming in for a bone density, spine and hip exam. That's an outpatient hospital setting. Just wanted to confirm whether or not um prior authorization will be required and the benefits.
[AGENT][NEUTRAL] Sure, prior art is not required. Please be advised that verification of coverage does not guarantee the payment of the claim. Outpatient per calendar day allows $500. It will pick up the copays, the co-insurance, and our deductibles up to the $500.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And can I get your first name, first initial, your last name, please, and a reference number?
[AGENT][NEUTRAL] Yes, the reference will be my name, which is [PII], last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.