AccountId: 011433970860
ContactId: de63d2c3-9623-4b28-8e8c-af6bfd0b4c5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348059 ms
Total Talk Time (AGENT): 93313 ms
Total Talk Time (CUSTOMER): 92137 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/de63d2c3-9623-4b28-8e8c-af6bfd0b4c5a_20250428T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, um, my name is [PII] and I'm calling from Gastro Health. I have a patient who has the American Public Life as a secondary, and I'm trying to get benefits. The patient is having a colonoscopy and upper endoscopy.
[CUSTOMER][NEUTRAL] I need to know the coverage on it.
[AGENT][NEUTRAL] OK, a colonoscopy and what was the other one?
[CUSTOMER][NEUTRAL] Upper endoscopy.
[CUSTOMER][NEUTRAL] Do you need codes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, ma'am. That's just fine. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, it is 02505676.
[CUSTOMER][NEUTRAL] Uh, M as in Mary looks like let me see if it's that's an I or.
[AGENT][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] It's either an I or 18 sorry about that.
[AGENT][NEUTRAL] OK. No, you're OK.
[CUSTOMER][NEUTRAL] [PII] is the patient's name.
[AGENT][NEUTRAL] OK. And then what's his date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] OK, give me just one moment to pull up his benefits.
[AGENT][NEUTRAL] OK. And is this performed in an office setting, a physician or specialist?
[CUSTOMER][NEUTRAL] No, uh, this is gonna be performed at an ambulatory surgical center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is not a guarantee of payment. It's just a verification of coverage. So it looks like for their policy, they do have an outpatient benefit.
[AGENT][NEUTRAL] Of $2500 per covered person. That's per calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did um the policy uh begin?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] It looks like the effective date is [PII].
[CUSTOMER][NEUTRAL] OK and um what address should we be sending the claims to for this particular plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, of course, I can give that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the our claims address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK got it alright and is there a group number to this plan?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] It looks like the group number is going to be 169.
[AGENT][NEUTRAL] 44.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right my dear, so all I need is a reference number and the initial to your last name.
[AGENT][NEUTRAL] Yes, of course. It is [PII]
[AGENT][NEUTRAL] Last initial age.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And today's date would be the reference number.
[CUSTOMER][POSITIVE] Perfect. Uh, today is what, the [PII]? Wow, already.
[AGENT][NEUTRAL] Yes, it is flying by.
[CUSTOMER][POSITIVE] It is all right my dear thank you so much for the information.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK. Yeah, of course. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] OK. Bye.