AccountId: 011433970860
ContactId: ead2db94-3d77-467e-a8f3-c0481ee975ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125730 ms
Total Talk Time (AGENT): 66767 ms
Total Talk Time (CUSTOMER): 34520 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ead2db94-3d77-467e-a8f3-c0481ee975ea_20250311T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to see if the members active for um outpatient benefits.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02141715ML8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] or
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that it's currently is the effective date is [PII]. Is there anything else that I can assist you with today [PII]?
[CUSTOMER][NEUTRAL] What's the outpatient benefits max?
[AGENT][NEUTRAL] OK, you're calling in for benefit verification for outpatient verification of coverage does not guarantee the payment of the claim. For outpatient, the member has up to $500 per calendar day 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. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, so it's $500 per day.
[AGENT][NEUTRAL] Per calendar day.
[CUSTOMER][NEUTRAL] OK, per calendar day. OK, is there a reference number to the call?
[AGENT][NEUTRAL] The reference number will be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] How do you spell your name if you don't mind?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Glass. Have a great day as well, [PII].