AccountId: 011433970860
ContactId: ddb7054e-c70f-4edc-aaf8-5f691d6b813a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162119 ms
Total Talk Time (AGENT): 71233 ms
Total Talk Time (CUSTOMER): 37562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/ddb7054e-c70f-4edc-aaf8-5f691d6b813a_20250325T20:09_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, my name is [PII] calling to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 962-8887. I don't think that's the full number but that's what we have on file.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] Yes, for ambulatory surgery outpatient.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] Was that the correct policy number I gave?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this member verification of coverage does not guarantee the payment of the claim. It shows that it is currently active with the effective date of [PII].
[AGENT][NEUTRAL] For outpatient, this member does have up to $3000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. And just in case I didn't give the disclaimer, verification of coverage does not guarantee the payment of the claim. Is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, does the patient still have the $3000 available?
[AGENT][NEUTRAL] Let me check that for you.
[AGENT][NEUTRAL] It is showing that the member has used the total amount of $50.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get the first initial two last name and a reference for the call?
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you. Have a good day bye.
[AGENT][NEUTRAL] You're welcome thank you for calling American Public Life have a.