AccountId: 011433970860
ContactId: de34027a-3e8d-4011-a21e-8040e2c7905e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170410 ms
Total Talk Time (AGENT): 80497 ms
Total Talk Time (CUSTOMER): 58997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/de34027a-3e8d-4011-a21e-8040e2c7905e_20250421T18:15_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, I'm calling of any benefits on the patient.
[AGENT][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] Of course, yes, can you spell your name for me if you don't mind?
[AGENT][NEUTRAL] It is spelled [PII] Last initial of [PII] and today's date will be used as the call reference and you did say [PII].
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I please have a callback number and the policy number?
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, policy number is 02255724ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Um, yes, the patient is having, um, two procedures.
[CUSTOMER][NEUTRAL] Um, I needed to know her coverage basis like her max. I know this is her gap policy, correct?
[AGENT][NEUTRAL] Yes, is this for inpatient, outpatient or an office setting?
[CUSTOMER][NEUTRAL] It's gonna be outpatient ambulatory service center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're welcome and verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] This policy is showing currently active with the effective date of [PII] for outpatient, the member has up to $1000 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] Mm, no, actually, can you repeat the effective date of the policy for me again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is there an um
[CUSTOMER][NEUTRAL] An ending date or no?
[AGENT][NEUTRAL] Is currently active.
[CUSTOMER][NEUTRAL] On termination date?
[CUSTOMER][NEUTRAL] OK, OK, OK, so then I just need a reference number for a call.
[AGENT][NEUTRAL] There will be first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] Oh, that's right, you told me that, OK, and that $4000 is still available? Nothing has been used?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] OK perfect. OK, [PII], thank you so much have a great day.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] You too bye bye.