AccountId: 011433970860
ContactId: da8edcc3-b17b-498d-942b-b9a1ee2236e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167039 ms
Total Talk Time (AGENT): 71428 ms
Total Talk Time (CUSTOMER): 51717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/da8edcc3-b17b-498d-942b-b9a1ee2236e2_20250128T18:15_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] Hi, yes, I'm calling for a provider's office to get benefits on a number, please.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, uh, I have 02462593.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit that you're calling in for?
[CUSTOMER][NEUTRAL] Yes, let me just check what coverages we have for outpatient. Um, he's coming to us to do a colonoscopy procedure.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And verification of coverage does not guarantee the payment of the claim for this policy. Outpatient, the member has up to $750 per calendar year. 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 that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] OK, and what's the accumulation on that?
[AGENT][NEUTRAL] Let me check that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] And for this member, it shows that they have not used any of their benefits.
[CUSTOMER][NEUTRAL] OK, you said it's 750, 750.
[AGENT][NEUTRAL] Per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And what was your name?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][POSITIVE] Perfect, thank you so much for your help there. Have a good rest of your day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye