AccountId: 011433970860
ContactId: e3250de6-352b-48a5-a820-3e4213c94b1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149300 ms
Total Talk Time (AGENT): 73054 ms
Total Talk Time (CUSTOMER): 87018 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e3250de6-352b-48a5-a820-3e4213c94b1a_20250219T14:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm looking to verify the eligibility and benefit for a member's gap policy.
[AGENT][POSITIVE] I can help you with that [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, so the policy number I have here is 01659422.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, so I have here [PII] with the date of birth of [PII].
[CUSTOMER][NEUTRAL] Let's look at uh negotiated.
[AGENT][POSITIVE] OK, thank you so much for verifying her account and you did say that you're calling for eligibility and benefits today.
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK, uh, and what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] Yes, so she's coming in for an out at the, so it's an outpatient ambulatory surgical center. She's having an EGD done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And let me give you her updated policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02505734.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][POSITIVE] Excellent thank you very much.
[AGENT][NEUTRAL] OK, please be advised verifying benefits does not guarantee payment. I show her policy with us has been effective since [PII]. It is still active for outpatient benefits. The policy pays up to $2500 a calendar year. I do show that that full amount is available uh at this time.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] As of uh benefits I don't.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] No, should be wrapping up, [PII], just to confirm that's 2500 for the calendar year here at an outpatient setting, uh, right, awesome, thank you very much. And so just to, uh, finish up here, may I have your reference number for this call?
[AGENT][POSITIVE] That is correct, yes, sir.
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Excellent thank you. Well, with that being said, I appreciate your time for taking this call and I hope you have a great day. Mhm.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APO bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye now.