AccountId: 011433970860
ContactId: d918617b-9a6b-422a-8d4e-b947db5aed8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132880 ms
Total Talk Time (AGENT): 55687 ms
Total Talk Time (CUSTOMER): 49416 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/d918617b-9a6b-422a-8d4e-b947db5aed8f_20250408T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm calling from Online and Medical Were facility in [PII]. I need to verify coverage for a patient we have in common, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 020640066.
[AGENT][NEUTRAL] It's 020, I'm sorry, 020640066.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] So like too many numbers.
[CUSTOMER][NEUTRAL] Let me see if I have an insurance card.
[CUSTOMER][NEUTRAL] APL, I think we have an extra 0, yes, so it's 02064066.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Sorry, let me fix that.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] let me take a 1.
[CUSTOMER][NEUTRAL] This is going to be for Ms. [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Outpatient hospital?
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim for outpatient, the member has up to $500 per occurrence that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, you've been very helpful thank you so much I really appreciate your help and your time.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye.