AccountId: 011433970860
ContactId: e58fdfe7-ea28-4ee9-ae67-8f5f68709967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143619 ms
Total Talk Time (AGENT): 72283 ms
Total Talk Time (CUSTOMER): 43152 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/e58fdfe7-ea28-4ee9-ae67-8f5f68709967_20250226T14:42_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], I'm calling because I need benefits on the patient, please.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Let's see, could I get your name and a callback number, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], that's [PII] [PII].
[AGENT][NEUTRAL] OK, could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Of course that's gonna be um OK so it's 024.
[CUSTOMER][NEUTRAL] 65,850 ML 8
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling for benefits today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what type of service is the patient coming in for?
[CUSTOMER][NEUTRAL] The patient is coming in for a colonoscopy, so it's gonna be an ambulatory service center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Please be advised verifying benefits does not guarantee payment. Uh, let me give you their, uh, current policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 214408-0.
[AGENT][NEUTRAL] Uh, the policy has been effective since [PII] and still active.
[AGENT][NEUTRAL] For outpatient benefits.
[AGENT][NEUTRAL] I show the policy pays up to $7900 a calendar year. I do show that she has the full amount available at this time.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] So they'll pay the copay from the primary, correct?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, can I have a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am, to reference our call, you'll use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all for today thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day yourself and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.