AccountId: 011433970860
ContactId: e04945db-3d18-43fd-94db-34f4ff254ba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135020 ms
Total Talk Time (AGENT): 59796 ms
Total Talk Time (CUSTOMER): 50282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/e04945db-3d18-43fd-94db-34f4ff254ba7_20250311T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last name [PII] [PII], and I'm calling to verify, um, gap insurance for this patient that's coming to an outpatient hospital facility, please.
[AGENT][NEUTRAL] I can verify eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] 01463373 ML 8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] 1.
[AGENT][NEUTRAL] What other information can I provide for you?
[CUSTOMER][NEUTRAL] And then um what uh what what is the outpatient benefit for the year or however it's like um a late on the plan.
[AGENT][NEUTRAL] Sure, please be advised that verification of coverage does not guarantee the payment of the claim. Outpatient calendar year allows $6000.
[AGENT][NEUTRAL] It will pick up the copays, the co-insurance, and our deductible up to the 6000.
[CUSTOMER][POSITIVE] Thank you. And how she used the name for the year yet?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No benefits have been applied for [PII].
[CUSTOMER][POSITIVE] Thank you so
[CUSTOMER][NEUTRAL] Um, would I be able to get the rest?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.