AccountId: 011433970860
ContactId: e7d90ba6-a07a-446b-849e-e24b3336dcd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158910 ms
Total Talk Time (AGENT): 78828 ms
Total Talk Time (CUSTOMER): 98480 ms
Interruptions: 8
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/e7d90ba6-a07a-446b-849e-e24b3336dcd6_20250429T18:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi and good afternoon. I'm calling to verify benefits on a member.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] May I have your name and a contact number?
[CUSTOMER][NEUTRAL] Yes, and yeah, my callback number is [PII].
[AGENT][NEUTRAL] And you see, may I please have the policy number?
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Uh, it is, uh, one second.
[CUSTOMER][NEUTRAL] 02317825 ML 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] He's
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility and benefits for this member?
[CUSTOMER][NEUTRAL] You're calling in for eligibility and benefits for this.
[CUSTOMER][NEUTRAL] Yes, for an outpatient procedure.
[AGENT][NEUTRAL] Is there a specific, OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And verification, go ahead.
[CUSTOMER][NEUTRAL] And may I have your name?
[AGENT][NEUTRAL] It is [PII] that is spelled [PII]
[CUSTOMER][NEUTRAL] It's that is spelled.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Last initial of [PII] and today's date will be the call reference.
[CUSTOMER][NEUTRAL] Last initial in today's date Thank you.
[AGENT][NEUTRAL] You're welcome and verification of coverage does not guarantee the payment of the claim for outpatient, the member has up to.
[CUSTOMER][NEUTRAL] of coverage does not guarantee the payment of the client.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] $2500 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. This policy effective date is [PII]. Is there anything else that I can assist you with today, Yesenia?
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Calendar here
[CUSTOMER][NEUTRAL] Will go towards the primary insurance.
[CUSTOMER][NEUTRAL] Coinsurance
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEGATIVE] it would not.
[CUSTOMER][NEUTRAL] Preventative or wellness this policy effective date is [PII]. Is there anything else I can?
[CUSTOMER][NEUTRAL] Can you repeat what is the maximum number you said 2 on 2 on.
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] You said 200?
[AGENT][NEUTRAL] 2500.
[CUSTOMER][NEUTRAL] 0 205. 0, OK, got it. And how much has it been um used or is everything available?
[AGENT][NEGATIVE] As of right now it's showing that the member has not used any of their outpatient benefits.
[CUSTOMER][NEUTRAL] that the
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] with
[CUSTOMER][NEUTRAL] Likewise, OK.
[AGENT][POSITIVE] Thank you bye.