AccountId: 011433970860
ContactId: ecade455-1928-4d42-92dd-96699433683b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158539 ms
Total Talk Time (AGENT): 73205 ms
Total Talk Time (CUSTOMER): 55836 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ecade455-1928-4d42-92dd-96699433683b_20250205T19:43_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, good afternoon. My name is [PII]. I'm calling from Center for Digestive Medicine. I was just calling because I have a member coming into our office for two procedures, and I just wanted to see if the gap insurance covered any of the benefits.
[AGENT][NEUTRAL] OK, may I have a callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I have um 01611761 ML 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for benefits. Is this service rendered within an office setting outpatient facility?
[CUSTOMER][NEUTRAL] In a specialist office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. For a procedure renew within an office setting, the member has up to $1500 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. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, may I have the effective date and the term date if they have one?
[AGENT][NEUTRAL] Yes, so it is showing that the effective date for this member is [PII] and currently active.
[CUSTOMER][NEUTRAL] And one more question, have they used anything of the allowed amount like of the 1500?
[AGENT][NEGATIVE] As of right now, the member has not used any of their benefits.
[CUSTOMER][POSITIVE] Perfect um.
[CUSTOMER][NEUTRAL] I think I'm all set. May I have your name again and a reference number, please?
[AGENT][NEUTRAL] Yes, the reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, I'm all set. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.